Ongoing Support Guide

Critical Requests (Level 1)

These include;

  • My website is down
    (i.e. multiple users cannot access my website)
  • My website has a fault that is affecting my end users
    (i.e. a page or feature that previously worked, no longer works)

If you experience any of the above issues, call our emergency technical support line and Outlines Design Limited will act immediately.

Please note: If you call the support line and nobody is available to take your call, you will be asked to leave a message explaining the issue you’re experiencing in as much detail as possible. This message will then be acted upon as soon as it is picked up.

Non-Critical Requests (Level 2)

These include;

  • My website needs content updates
  • I want to add third-party code to my website
    (e.g. Lead Forensics, HubSpot, Live Chat, Google Search Console)
  • My admin users are experiencing issues with WordPress
  • I have questions about WordPress that aren’t covered on the Client Support Hub

Any requests of this nature should be sent to support@outlinesdesign.com where they will be responded to by Outlines Design Limited in accordance with the response time outlined in your current plan.

Please note: Only emails sent to support@outlinesdesign.com will be added to the support queue. Emails sent to a member of the team directly, may result in a delayed response to your request. Resolution time will vary depending on the nature of the request and the resource available to Outlines Design Limited at the time it is received.

Non-Critical Requests (Level 3)

These include;

  • My website needs design updates
  • My website needs a new page
  • My website needs enhancements
  • I want to add a new piece of functionality to my website

Any requests of this nature should be sent to support@outlinesdesign.com. Response time will vary depending on the nature of the request and the resource available to Outlines Design Limited at the time it is received.

Client Support Hub

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