Title: Website Support Author: Travis McAshan Published: August 17, 2016 Last modified: December 12, 2025 --- SITE MAINTENANCE & SUPPORT # Keep everything running smoothly 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](https://www.glidedesign.com/services/support/?output_format=md#contact) ![Website Support](https://www.glidedesign.com/wp-content/uploads/gfx-website-maintenance- support.svg "Website Support") ## Key support activities 1 ### Proactive security updates Regularly update software, plugins, and monitor for security threats. 2 ### Responsive quality assurance We’re on standby for any bug fixes or tweaks that you need. 3 ### Performance improvements Regularly test site speed and load time to ensure a quality user experience. 4 ### Backup and recovery Regularly back up data and have a plan for quick recovery in emergencies. 5 ### 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](https://www.glidedesign.com/accessibility/). What our clients say > 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 – LONG](https://www.glidedesign.com/wp-content/uploads/maya-smart- > 300x300.jpg "Maya Smart – LONG") > Maya Smart > Author > 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](https://www.glidedesign.com/wp-content/uploads/scott-paull-300x300. > jpg "Scott Paull") > Scott Paull > Creative + Brand Director > 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 > Executive Director > 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 – GOOGLE](https://www.glidedesign.com/wp-content/uploads/peter- > peterka.jpg "Peter Peterka – GOOGLE") > Peter Peterka > President > 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 – SHORT](https://www.glidedesign.com/wp-content/uploads/thomas- > gomez-300x300.jpg "Thomas Gomez – SHORT") > Thomas Gomez > Director of Latin American Sales ## What’s included in our support plans ![Logo Title](https://www.glidedesign.com/wp-content/uploads/online-support.svg " Logo Title") Online Support Ticket System Easy to access…anytime, anywhere. ![Logo Title](https://www.glidedesign.com/wp-content/uploads/account-representative. svg "Logo Title") Dedicated Account Representative Unlike a lot of support platforms, we will assign a single rep to your account. ![Logo Title](https://www.glidedesign.com/wp-content/uploads/html-css-coder.svg " Logo Title") Expert Level HTML/CSS Coders Get the same level of development expertise that you received on your project. ![Logo Title](https://www.glidedesign.com/wp-content/uploads/designer.svg "Logo Title") Expert Level Designers You’ll have access to the full GLIDE creative team. ## Need help now? [Visit Support](https://glide.freshdesk.com/support/home) ## Questions? What types of support services does GLIDE offer? GLIDE offers comprehensive website support services to ensure your website runs smoothly and efficiently. Our support agents are here to assist you with ongoing maintenance, technical issues, content updates, bug fixes, and any other website- related concerns you may have. How do I access GLIDE's support services? To access our support services, simply visit our support portal on Freshdesk: [https://glide.freshdesk.com/support/home](https://glide.freshdesk.com/support/home). There, you can submit support tickets, track their status, and communicate directly with our support agents. Are your support agents available 24/7? Our support agents are available during our regular business hours of Monday – Friday from 9 AM to 6 PM CST. However, you can submit support tickets at any time through our support portal, and our team will address them promptly during our operating hours. If you require support outside of our business hours, we recommend the steps in this [what to expect article](https://glide.freshdesk.com/support/solutions/articles/3000103413-what-to-expect-outside-of-business-hours-). What types of issues can I seek support for? You can seek support for a wide range of website-related issues, including technical glitches, error messages, performance concerns, content updates, and questions about using your website’s CMS. Our support agents are well-equipped to handle various challenges and provide timely solutions. How long does it typically take to resolve a support ticket? The resolution time depends on the complexity of the issue. Our support agents work diligently to address your concerns as quickly as possible. Simple requests may be resolved within a few hours, while more intricate issues might require additional time for investigation and troubleshooting. Rest assured, we prioritize prompt and effective resolutions for every ticket. You can read the details of our [Service Level Agreement (SLA) here](https://glide.freshdesk.com/support/solutions/articles/3000074387-glide-support-sla). Can I track the status of my support ticket? Yes, you can track the status of your support ticket by logging into our [Freshdesk support portal](https://glide.freshdesk.com/support/home). There, you’ll find real-time updates on your ticket’s progress, along with any communications between you and our support agents. How do I communicate with a support agent? You can communicate with our support agents directly through the [Freshdesk support portal](https://glide.freshdesk.com/support/home). You’ll have a dedicated thread for each support ticket, making it easy to provide additional information, ask questions, and receive updates on the status of your request. Is there a limit to the number of support tickets I can submit? There is no specific limit to the number of support tickets you can submit. We encourage you to reach out to us whenever you encounter an issue or have a question about your website. Our team is here to assist you with any website-related matters, no matter how big or small. For the sake of simplicity, it’s best to have separate tickets for each request or issue. If your requests are small, you might consider grouping them together in one sprint or release by documenting them in a sheet or document to include with your ticket. Can you assist with website content updates through support? Absolutely! Our support agents can help you with website content updates, such as adding new pages, updating existing content, and managing media files. Simply submit a support ticket with the details of the changes you’d like to make, and our team will take care of it for you. How do I escalate a support issue if needed? If you have a critical issue or need to escalate a support request, please indicate the urgency when submitting your support ticket. Our support agents will prioritize urgent matters accordingly. We’ve outlined additional information for [urgent issues here](https://glide.freshdesk.com/support/solutions/articles/3000103412-what-can-you-do-if-your-request-is-urgent-). [More questions? We can help! ](https://www.glidedesign.com/services/support/?output_format=md#contact) Need something else? ## ⌊featured image⌉ 󠀁[Web Design / UX / ](https://www.glidedesign.com/services/design/)󠁿 ⌊featured image⌉ 󠀁[Web Development / ](https://www.glidedesign.com/services/development/)󠁿 ⌊featured image⌉ 󠀁[SEO & AI Search / ](https://www.glidedesign.com/services/seo/)󠁿 ⌊featured image⌉ 󠀁[Paid Search / ](https://www.glidedesign.com/services/paid-search/)󠁿 ⌊featured image⌉ 󠀁[Continuous Improvement ](https://www.glidedesign.com/services/continuous-improvement/)󠁿 ## From our experts User Experience (UX) Storyframe: The 12-Beat Framework Behind GLIDE's Top-Performing Websites ![Storyframe: The 12-Beat Framework Behind GLIDE’s Top-Performing Websites](https:// www.glidedesign.com/wp-content/uploads/storyframe-blog-hero-500x330.png "Storyframe: The 12-Beat Framework Behind GLIDE’s Top-Performing Websites") Industry Insights 4 Critical Areas to Audit When Evaluating Your Health Organization’s Website  ![4 Critical Areas to Audit When Evaluating Your Health Organization’s Website ]( https://www.glidedesign.com/wp-content/uploads/4-Critical-Areas-to-Audit-When-Evaluating- Your-Health-Organizations-Website-500x330.png "4 Critical Areas to Audit When Evaluating Your Health Organization’s Website ") Web Design & Development Switching to HTTPS: The Why and How ![Switching to HTTPS: The Why and How](https://www.glidedesign.com/wp-content/uploads/ switching-to-https-why-and-how.svg "Switching to HTTPS: The Why and How") [Browse All Articles](https://www.glidedesign.com/blog/) ## Ongoing Website Support You Can Count On