How does the Help Desk work?

Current Clients

Current clients can open a ticket for general inquiries or website technical support using our online form, which creates a ticket in our Zendesk support system and sends you an email confirmation. A member of our support team then respond to your ticket for further questions or to resolve your issue. All communication is through email unless otherwise arranged.

For normal priority tickets, our official response is within 48 business hours (although often much quicker) and work is charged at our normal hourly rate of $100/hr.

If your matter is urgent, and you indicate it on your submission, our urgent alert system will be activated.  This informs all support staff of an urgent web issue and we will drop all other work to resolve the problem immediately. Our rate for urgent work is $180/hr.

Need website help now? Open a ticket here.

New to SWS?

If you’re in need of WordPress technical support but you’ve never worked with us before,  we provide an onboarding service to get your website up-to-date, backed up and in good health. Onboarding fees start at $250 and depend on the size of your website.

Interested in having us do support? Send us a message here.