Our After-Hours Support System
We understand that unexpected technical issues happen outside of business hours. Our job is to make them less stressful.
How it works
For any support needs outside our regular business hours (9 am – 5 pm PST), please use our client support portal to submit a ticket or send a direct email to helpme@fdgweb.com. Our client support portal is connected to our helpme@fdgweb.com email address and is monitored by our broader team, so your request will reach the right person faster (as opposed to sending requests to individual team member’s emails).
Please Note: This does not guarantee 24/7 service, but it ensures your urgent requests will be prioritized.
If your business requires ongoing 24/7 support, please contact us to discuss available options.
When to Use After-Hours Support
Our after-hours support is intended for urgent issues that cannot wait until the next business day, such as:
- Unexpected site outages
- Critical updates impacting operations
- Other immediate issues affecting service availability
For the best support, please include all relevant details in your ticket through our customer support portal or email to helpme@fdgweb.com. Our team will respond as quickly as possible.
Benefits of the After-Hours Support Process
- Faster Response Times: With requests directed to our entire support team, your message is seen sooner, reducing delays.
- Consistent Service: No need to figure out who to contact; just use our dedicated support portal or email, and we’ll handle the rest.
- Peace of Mind: Rest assured that we’re ready to assist when unexpected issues arise.
As an FDG Web client, we’re committed to being in your corner, supporting you whenever issues arise.
Benefits of the After-Hours Support Process
- Faster Response Times: With requests directed to our entire support team, your message is seen sooner, reducing delays.
- Consistent Service: No need to figure out who to contact; just use our dedicated support portal or email, and we’ll handle the rest.
- Peace of Mind: Rest assured that we’re ready to assist when unexpected issues arise.
As an FDG Web client, we’re committed to being in your corner, supporting you whenever issues arise.
FAQ’s
Will my issue be resolved immediately after-hours?
We prioritize urgent requests and strive to respond promptly. However, after-hours support is not 24/7, so response times may vary based on team availability.
What qualifies as an ‘urgent’ issue?
Urgent issues are those that directly impact your business operations, such as outages or critical functionality problems. For non-urgent requests, we encourage you to contact us in the client support portal or direct email during regular business hours.
How can I get 24/7 support?
If your business requires round-the-clock support, reach out to us to discuss custom support plans.
