We have a dedicated team of support techs monitoring our support system 24/7.  Please be guided by the following Website Support Rules and Terms to know more about this service.

Please submit all support requests for websites via email to support@doubledome.com.  Simply send an email with the website URL and all details of your request. Our support techs will determine if the request is a site update or technical issue.  Please note that our website support service is an email-based service only.

When replying to an open support ticket, please be sure to leave the subject line in-tact as it includes the support ticket # and reference info for our ticketing system.

You can also always login to our support ticketing system to place a support request and manage progress at support.doubledome.com.

You can send unlimited support requests. All technical requests are covered. Any non-technical request is covered up to 30 minutes per month. If you go over your monthly time for non-technical requests we will invoice for the extra time at $100/hour in 15 minute increments.  Non-technical support time does not roll over each month.

If you accidentally break something on your site and request that we fix it, it is billable time.  We will of course waive the fees the first time this happens, but additional occurrences are billable.

Initial response to a Level 1 request is usually within the hour. (see Support Level details below).  Ticket resolution depends on the nature of the request. Emergency requests take priority. If it is not that urgent we will let you know an estimate of time.  If you do use our support system at support.doubledome.com you can better manage the ticket priority.

We send out a security and activity report for your website on a monthly basis.  This report goes into detail about malware scans & blocked hacks, core updates, plugin updates, backups completed and overall site activity.

If you request additional features or plugin functionality and want us to research the options and make recommendations, that time is billable.  You can choose to do the research and provide us a list to confirm compatibility and a cost to install, configure, and test.

If you do not host with us, it is your responsibility to work with your web host on issues related to your website. Changes in the hosting environment or upgrades to the server that break the site are not covered under the unlimited technical support. We can review these on a case-by-case basis, but if you want us to support 100% of the infrastructure, you must host with us in our cloud environment.

Our Support Levels are outlined below.   Your request will be assigned a Support Level and appropriately routed once the ticket has been created.  By using our support portal at support.doubledome.com to create a ticket you can also assign the support level yourself and you’ll have more control on managing that ticket.  But you can always just send an email directly to support@doubledome.com to open a ticket.

Level 1 Support — Quick fix tech support.  Resolution within 3 hours
Level 2 Support — Larger issues that require time/research to fix
Level 3 Support — High level tech support required, either urgent or complex request

Level 1 Updates — Quick site update (content updates, image swaps, etc).  Completion within 3 hours
Level 2 Updates — Larger site update requests.  These may require time quotes prior to engagement.