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.

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.

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.

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.

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.

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.

How do I communicate with a support agent?

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

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.

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.

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.

Maintenance & Support

Stop carrying
your site alone

We handle updates, fixes, content changes, and new features, backed by 5,500+ support hours and 2,500+ requests in the last year, with 99% answered within our response-time commitment.

Get Support Today

What our clients say

“
GLIDE and their services are exceptional. 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

Okay if we show
off a bit?

Shiner

From tour bookings to new spirits

Tour booking fixes, new product pages, and the Rickhouse launch keep Shiner’s site in step with the brewery.

Circuit of the Americas

Built for race weekends

Server monitoring, security alerts, and event-page updates keep COTA’s sites ready when F1 and MotoGP crowds arrive.

Creative Market

Five years of steady hands

Since 2021, quarterly updates and fast fixes, like restoring Googlebot access, have kept Creative Market’s blog healthy.

17 Reviews

31 Reviews

Solutions Partner

Agency Partner

17 Reviews

31 Reviews

Solutions Partner

Agency Partner

The same people, every time

You are not routed to a queue. The people answering your tickets are the ones who know your build, your integrations, and the reason that odd redirect exists. Three time zones of coverage and a name on every reply.

Built on two decades of experience

65.3

Support requests

get a first response within our SLA

Tickets

resolved within our SLA

1333.3

Support requests

handled in the last 12 months

Hours

to first response, on average

What's included:

Proactive maintenance updates

Reminders when core, plugins, and themes need updating, plus the vulnerability alerts you would rather hear from us than from a scanner.

Responsive support

On standby for the bug, the broken form, or the tweak you need today. Urgent means a two-hour first response, not a queue.

Performance improvements

Page speed and load time monitored and tuned, so the slow page gets caught before your traffic does.

Backups & recovery

Automatic backups run at the host level. We handle manual backups before major changes and restores when you need them, so a bad change is something you roll back, not scramble over.

Content & page updates

Text, images, media, new pages and posts. Send it in and see it live, without waiting on a developer you do not have.

Accessibility reviews

A structured audit of how people using assistive technology move through your site, with a prioritized list of what to fix first.

The GLIDE Process

Submit ticket

Triage & priority

Estimate & approval

Fix & QA

Monthly report

Hear from our clients

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

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

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

We’re very happy with the clean, well-organized website that showcases our work — just what we were looking for

Alex Adler

Architect, Adler Architecture

Organic traffic has improved ten times over, and conversion rates have grown more than 25%. Their communication and responsiveness stand out. GLIDE has never not returned a call in the same day.

Adam Paddock

Digital Marketing Manager, Westlake Dermatology & Cosmetic Surgery

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.

Laren Lockett

VP of Marketing and Residential Sales, Austin Fence & Deck

We experienced nothing but professional service, personalized and well-researched design/layout/user experience development, fantastic communication with all staff, incredible support and more.

Hutton Higgins

Senior Development Director, Hope and Healing Center & Institute

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

Frequently asked questions

Need something else?

SEO & AI Search

Technical SEO, content, and schema that help you outrank competitors and show up in Google and AI answers.

Continuous Improvement

A stack-ranked list of site improvements, tested and shipped monthly so you see a lift in conversion long after launch.

Paid Search

Ads built on search intent and tracked to qualified leads, not clicks, so every dollar in your budget has a job.

Stop carrying your site alone

Okay if we show off a bit?