At AusWebDesign we have a dedicated Support Team, who monitor our Support Desk on a daily basis to efficiently and effectively assist you with any content management system or technical questions you might have.
The Support Process
Below is an overview of the Support process.
1. Consult our knowledgebase
We have spent a lot of time putting together a comprehensive knowledgebase of helpful articles, videos and tutorials on how to effectively use your website. If you have a question about using WordPress, ecommerce or configuring emails, this is the best place to start.
In many cases, answers to your questions can be found here, so the Support Team will most likely redirect you to one of these articles. A quick search in the knowledgebase is the best way to get the answers you need.
2. Submit a Support Ticket
If you are unable to find a solution in our knowledgebase, the next step is to submit a ticket via the Support Desk, or to simply send an email to email@example.com to create a ticket. Try to include as much detail as possible so the team can assist you as efficiently as possible.
The Support Desk works via a ticketing system, and the Support Team responds to tickets as they come up in the queue. This is also the case even if you mark your email as "urgent" in your subject line. If you send another email before one of the team has replied to your ticket, it may move to the back of the queue again, so it is best to include all details in your original email.
3. To get the answers quickly ...
If you have a question, there is a high chance that others have had the same or a similar issue. The quickest and easiest way to get a solution is often to do a simple Google search with what you're looking for, such as "adding a page in WordPress" or "setting up emails in Outlook".
Phone Support is offered for Pro, Pro+ and eCommerce packages. If you require phone support, the best way is to email the Support Desk requesting a callback.
Even if you call us directly, your request will still be lodged as a ticket in the queue, which will be answered when the next available team member is free. Try to include as much detail as possible in your email requesting phone support, so we can investigate your issue before callback.