Support Terms of Service
Support services are only available to clients with a retainer or during the warranty period of a project. Clients may submit support requests to their Project Manager via phone or email, or through Basecamp (if being utilized). The investment needed to complete the request will be deducted from the monthly retainer allotment. Project warranty period requests are not separately billable if the work involved is related to bug fixes or the completion functionality defined in the project Statement of Work. Requests considered out of scope from the project will require a change order and incur separate billing.
Your dedicated team is available to provide assistance with any maintenance or troubleshooting tasks involving websites built by us. The types of services that may be requested through our support channel include:
- Creative or programmatic website update requests
- Website training and general implementation questions
- Website, CMS, or hosting performance issues
- Digital marketing services
- Troubleshooting and break-fix services
- Hosting configuration updates
- Data backup and restoration requests
Support is available Monday through Friday (8:30 am to 5:30 pm CST), excluding major holidays*. Requests received after hours and on weekends will be assigned to the priority queue the following business day. Each support request is prioritized and addressed as quickly as possible, but the following prioritization system will help guide expectations.
Normal Support (1 to 3 day response time) - This level of support is the most common type of support request and is used for general troubleshooting and minor website issues and updates where the client's website is functioning and operational. Requests are prioritized in the order they are received. Some examples that would require this level of support are as follows:
- Minor website update requests
- “How to” questions
- Basic troubleshooting
Escalated Support (same day response time) - This level of support is determined at the discretion of the Support Team when the request requires a quicker response or must include additional specialized assistance from senior team members. Escalated requests will be responded to ASAP based on team member availability. Examples of Escalated Support requests include:
- Degraded website performance impacting end users
- Critical CMS software component not functioning correctly
- Site error(s) or broken functionality
- Inability to log into the CMS or access your server
Immediate Support - Immediate Support is available when the severity of the issue requires quick action. Immediate support requests are automatically assigned to the front of the support queue and will be responded to by the first available support team member. Immediate Support is typically requested for urgent issues such as:
- Website Down
- Security Breach
- Data Corruption or Loss
- Work stoppage issues
After-hours Emergency Support
After-hours and weekend support is available to Diagram hosting clients for critical website downtime situations. To request immediate after-hours support, call the main phone line 630-375-6833 and follow the prompts to connect to a support team member.
Note: While we will do everything in our power to provide the response level requested, immediate and emergency support is provided based on resource availability and not guaranteed. When submitting a support request, please indicate the level of urgency so we may prioritize your request properly.
*Diagram is closed on the following holidays:
- Christmas Eve and Christmas Day
- New Years Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day and the day after
Diagram also closes during the week between Christmas and New Years.