SITE MAINTENANCE & SUPPORT

Keep everything running smoothly

Q: What types of support services does GLIDE offer?

GLIDE offers comprehensive website support services including ongoing maintenance, technical issues, content updates, bug fixes, and other website-related concerns.

Q: How do I access GLIDE's support services?

Access our support services by visiting our support portal on Freshdesk: https://glide.freshdesk.com/support/home. Submit support tickets, track their status, and communicate with our support agents there.

Q: Are your support agents available 24/7?

Our support agents are available during regular business hours, Monday – Friday from 9 AM to 6 PM CST. For support outside business hours, refer to our what to expect article.

Q: What types of issues can I seek support for?

Seek support for a range of website-related issues including technical glitches, error messages, performance concerns, content updates, and questions about your website’s CMS.

Q: How long does it typically take to resolve a support ticket?

Resolution time depends on the issue's complexity. Simple requests may resolve within hours, while intricate issues might need more time. Read our Service Level Agreement (SLA) for details.

Q: Can I track the status of my support ticket?

Track the status of your support ticket by logging into our Freshdesk support portal for real-time updates and communications.

Q: How do I communicate with a support agent?

Communicate directly through the Freshdesk support portal, with a dedicated thread for each support ticket.

Q: Is there a limit to the number of support tickets I can submit?

There is no specific limit to the number of support tickets. For small requests, consider grouping them in one sprint or release.

Q: Can you assist with website content updates through support?

Yes, our support agents can help with website content updates, including adding new pages and updating existing content.

Q: How do I escalate a support issue if needed?

Indicate the urgency when submitting your support ticket for critical issues or escalations. Refer to our additional information for urgent issues.

We help ensure your website’s functionality, security, and user experience are consistently optimized, leading to better performance and user satisfaction.

Let’s Talk Support

Key support activities

Proactive security updates

Regularly update software, plugins, and monitor for security threats.

Responsive quality assurance

We’re on standby for any bug fixes or tweaks that you need.

Performance improvements

Regularly test site speed and load time to ensure a quality user experience.

Backup and recovery

Regularly back up data and have a plan for quick recovery in emergencies.

Accessibility audits and enhancements

Conduct audits to identify accessibility issues and implement improvements, ensuring your site is inclusive and compliant with WCAG standards. Try it today here.

Check out these results

I receive regular compliments on our website for its design and ease of use. The advice, development and support provided by GLIDE is effective, on-time and affordable.

Justin Yancy

President, Texas Business Leadership Council

A solid, reliable partner for us on a project basis. They get the job done right every time. Their team analyzes all situations effectively and provide top notch service, knowledge and experience.

Scott Paull

Creative + Brand Director, Torchy's Tacos

We’ve been extremely happy with our partnership with GLIDE. They have excellent communication, support and always have the client’s best interest at heart. I definitely feel “they’re one of us” and seeking what will put us in a winning position. I would highly recommend them.

Laren Lockett

VP of Marketing and Residential Sales, Austin Fence & Deck

GLIDE support team and services are exceptional. I can easily submit feature updates and technical questions and the team always responds quickly and helpfully. As soon as I forward a request to GLIDE, I consider it handled. They are a valued partner and extension of my team.

Maya Smart

Author, Maya Smart

They are an outstanding group and we are very pleased with all aspects of their services. They have continued their support after our initial launch date and if we need them they are there.

Peter Peterka

President, Global Six Sigma USA

The perfect blend of market strategy, creative, design and incredible support to make our website shine! We are blessed and very thankful to the team at GLIDE Design!

Rick Naylor

Founder and CEO, PACT

Not only did they create a beautiful new design, but they have been great in supporting us with any updates/edits we need after the project was completed.

Thomas Gomez

Director of Latin American Sales, Global Six Sigma USA

GLIDE is a valuable partner for us. They quickly execute projects, stay ahead with WP and updates, and provide added value where possible . All while also being flexible and kind!

Taylor Stansbury Johnson

Director of Marketing, Nature Nate's

We provide our customers with a high-quality, value-added cooler. GLIDE does the same thing, but with websites.

Roy Seiders

CEO, Yeti Coolers

Great customer service and very helpful. We decided to hire GLIDE to design our website and have not regretted. We have gotten so many compliments on our website, and ultimately led to more business.

Robert Park

Founder, Luna Recovery

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