When something goes terribly wrong in your business, we know that it's costing you money, time, customers, traffic, stressing you out, impacting your reputation, etc.
And when that happens we spring into action for you!
In fact, we literally drop everything we're doing to service you when an urgent situation arises, just as we would in our own business.
Therefore - lest anything and everything be deemed an "emergency" - we've created a set of what we believe are reasonable guidelines for submitting emergency requests.
# What constitutes an emergency? #
The following are examples of urgent matters that we'll attend to immediately:
- Your website has suddenly crashed or become inaccessible
- You've been hacked or strongly suspect you've been hacked
- Your website has reverted to a previous version (or similar)
- You've lost all of your work for no apparent reason
- Something's gone wrong with your payment processing which has stopped your sales
- You're in the middle of a launch and your tech isn't working correctly
Basically, anything that absolutely cannot wait (because it's going to have a serious negative impact on your business), is an emergency.
# How to submit emergency requests #
Simply use the MemberFix help desk to create your ticket as you normally would, and set the PRIORITY dropdown to URGENT like so:
Our entire team gets notified in Slack when an emergency request comes in, and we'll reply to acknowledge we're working on it ASAP!
# Feedback #
If you've got a question about these guideline or don't agree with some points, we 100% welcome your input! :)
We don't know everything, and we absolutely need and invite your feedback to make our service more useful to YOU.
We will never take it personally and we will always be thankful for your honesty because that's what helps us all grow to the next level.
So...don't be shy, let us know what's on your mind!
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Article by Vic Dorfman
Founder - MemberFix, SpeedKills.io
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