We have an online ticketing system that helps streamline the process of asking for updates, additions, or any other kind of site changes.

When you submit a ticket, it immediately alerts your Client Success Manager and is faster than emailing or calling us. Don’t worry, though — it’s still getting you directly in touch with your Client Success Manager who will see your request through.

To submit a request, click the Client Support button in our footer or visit responsival.com/help

‍It wouldn’t hurt to bookmark the page so you have it on hand!

Please review the information you’re sending us to make sure it is complete, accurate, and free of any errors. Please make sure you are sending files the way you want them displayed on the site. This allows our team to avoid extra rounds of revisions that could hurt your timeline and prevent inaccurate information from being posted on your site. Please note that code should be sent as an attachment rather than pasting it directly into the form.

For complex requests sending a video screen share describing the request can be beneficial.

We aim to complete basic tickets within (2) business days, sooner if possible. You will hear back from your Client Success Manager within 24 hours to confirm.

Please remember each request is unique and will take more or less time depending on the complexity or amount of work. It also depends on how many other requests are ahead of yours in the queue.

‍To better serve you and our other clients, we have a field on our service ticket form asking you when the request needs to be completed.

‍This helps us prioritize urgent work. If something is going to take longer or if you select “mini project”, we will be in touch to let you know when things will be completed.

‍Note:
‍Out of respect for our team and the rest of our Responsival Family, please only use the urgent option when something is truly urgent so our team can focus on requests that are extremely time-sensitive (e.g. anything that directly impacts your business). We know you want all requests to be addressed quickly, and we will work to make sure every request is completed as efficiently as possible.

For some updates, you may need to send us files to get the job done. Any time text is involved — whether it’s code or a blog you want us to post — please send it in a Word document or Google Doc so we can easily transfer the information. Code sent as part of the request details will not transfer over when you submit the form, so this is critical for code-based requests. If you need to send a lot of files, please send a zipped file or a link to a folder with the files using a file hosting service (e.g. Google Drive). File names may not carry over when you submit the form, so please be as specific as possible with your instructions if you have multiple files so we can ensure accuracy.

Please note that our business hours are Monday through Thursday 8-5. We do not work on weekends unless a very urgent situation arises (e.g. responding to a crisis or emergency event). We will respond to your ticket within 24-48 hours of receipt. Tickets submitted through the support page are added directly to our system, allowing a faster response time than those emailed to a Responsival team member. Tickets submitted after 1pm on Thursday may not be addressed until Monday. If you feel you may need to make updates faster than that, please contact success@responsival.com to discuss giving yourself Editor access to your site, which is included in your plan!

When we are working on updates for you, we will send you a preview link to review the changes before publishing so you can provide feedback on our work. This is a chance for us to have a meaningful discussion about what you do and don’t like, so please be as specific as possible when explaining what you would like to change. Some like to send screenshots where they circle what needs to be changed, while others like to send samples of what they want the update to look like. Giving specific feedback helps us help you!

Would you like to set up an online account with us to track your historical transactions, download PDFs of invoices, change payment methods, and set up autopay? At the bottom of every invoice email, you'll find a "Registration" link where you can click to register for an account. Our payment portal is secure and your information will be protected.

If you are having any trouble or can't find the link to setup an online account, please email success@responsival.com or your Client Success Manager.

Even if we don’t need to make adjustments, it’s good to take a look at your website every few months to make sure the information is up-to-date. Are all of the people on the staff page still working there? Do they need new photos? Are there links that don’t work? Have you changed the price of a product? Did you get a new phone number? Making sure the information on your website is current and accurate is essential.

Businesses are always evolving, and we’re here to help you through that. Any time there is a significant change to your business, please reach out to see if there is anything we need to change on your site. Remember: business changes can impact the goal of your website, who you want to reach, and the information your customers need.

‍Please be sure your contact information with us is up-to-date at all times. Having outdated information on file could impact our ability to serve you.

Information that you periodically change may be critical to us being able to serve your needs. For example, when you update passwords for logins relevant to your site (e.g. your registrar), please let us know so we can update our record. Having outdated information on file can cause delays on time-sensitive updates.

If you are changing who will be your primary contact with us, please update us as soon as possible so we can introduce ourselves, add their information to our log, and share anything they may need to know. This is especially important for billing purposes or if you receive monthly reports.