24 Hour Guaranteed Responsive Support™
- Responsive Supporttm is the term we use for getting back to our customers as fast as possible. In our business, we take pride in spending time with our clients so that we make sure we do things right the first time. There are times when our customers call or email us and they aren’t at the front of the line. This is because we are providing thourough support for another client.
- This means we guarantee that you won’t wait more than 24 hours for a response from our team (please be aware that this does not include the weekends).
- It is our way of saying, we aren’t like the other guys – we respond and we do care. It is our way of saying we will put ourselves in YOUR shoes as the customer and we will let you know the status of your project or request as much as we can.
- Hosting response time is a big deal as well. We monitor our hosting network for emergency situations as well as use 24/7 Sonar monitoring. If there is an issue we typically know about it before a crisis hits.
Please be aware that this does not mean that we will have all support related items resolved in 24 hours. Many requests and updates take much more than that time. However, we guarantee that we will respond to you and we will be aware of your ticket and let you know where you stand in our queue as well as try and estimate a timeline for getting your request completed.
For timely support, the best way to proceed is to fill out a support ticket. You may do this by emailing us (support at innovationsimple.com). If it is an emergency, please indicate such on the ticket. IF you prefer to explain things on the phone, then please call our support line at 435-275-8907.