Title: Website Support Author: Travis McAshan Published: August 17, 2016 Last modified: September 28, 2026 --- 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](https://www.glidedesign.com/services/support/?output_format=md#form) ![Website Support](https://www.glidedesign.com/wp-content/uploads/support-hero-1400x1316. png "Website Support") 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 – SHORT](https://www.glidedesign.com/wp-content/uploads/maya-smart- > 300x300.jpg "Maya Smart – SHORT") > Maya Smart > Author ## Okay if we show ⏎ off a bit? ![Sports & Entertainment](https://www.glidedesign.com/wp-content/uploads/Shiner- Thumbnail.png "Image") 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. ![Sports & Entertainment](https://www.glidedesign.com/wp-content/uploads/cota-industry- thumbnail.png "Image") 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-list-new](https://www.glidedesign.com/wp-content/uploads/creative- market-list-new.png "Image") 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. ![Black Clutch Logo](https://www.glidedesign.com/wp-content/uploads/2023/06/logo- 05.svg) 17 Reviews ![Black Google Logo](https://www.glidedesign.com/wp-content/uploads/2023/06/logo- 04.svg) 31 Reviews ![Black HubSpot Logo](https://www.glidedesign.com/wp-content/uploads/2023/06/logo- 01.svg) Solutions Partner ![Black WPEngine Logo](https://www.glidedesign.com/wp-content/uploads/2023/06/logo- 06.svg) Agency Partner ![Black Clutch Logo](https://www.glidedesign.com/wp-content/uploads/2023/06/logo- 05.svg) 17 Reviews ![Black Google Logo](https://www.glidedesign.com/wp-content/uploads/2023/06/logo- 04.svg) 31 Reviews ![Black HubSpot Logo](https://www.glidedesign.com/wp-content/uploads/2023/06/logo- 01.svg) Solutions Partner ![Black WPEngine Logo](https://www.glidedesign.com/wp-content/uploads/2023/06/logo- 06.svg) Agency Partner Kimberly Yount Director of Client Services Brooke Miceli Vice President Paola Cárdenas People Operations Manager & Project Manager ## 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 60 % **Tickets** resolved within our SLA 1333.3 + **Support requests** handled in the last 12 months 2 **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 Send it by email, the support portal, or phone. Every request becomes a ticket you can track from open to closed. ![Kimberly Yount](https://www.glidedesign.com/wp-content/uploads/Kimberly.png) ![Brooke Miceli](https://www.glidedesign.com/wp-content/uploads/Brooke-1.png) ![Paola Cárdenas](https://www.glidedesign.com/wp-content/uploads/Paola.png) Triage & priority We review it and set a priority based on real business impact, from a site that’s down to a nice-to-have. Urgent means a first response within two hours, and everything gets one within a work day. ![Brooke Miceli](https://www.glidedesign.com/wp-content/uploads/Brooke-1.png) ![Kimberly Yount](https://www.glidedesign.com/wp-content/uploads/Kimberly.png) ![Paola Cárdenas](https://www.glidedesign.com/wp-content/uploads/Paola.png) Estimate & approval For anything beyond a quick fix, we scope the work and send an estimate. We start when you approve, not before. ![Brooke Miceli](https://www.glidedesign.com/wp-content/uploads/Brooke-1.png) ![Jessica McDaniel](https://www.glidedesign.com/wp-content/uploads/Jessica-1.png) ![Paola Cárdenas](https://www.glidedesign.com/wp-content/uploads/Paola.png) Fix & QA We make the change and test it before it goes live. Urgent issues wrap within four hours, and everything else resolves on a clear, priority-based timeline. ![Brooke Miceli](https://www.glidedesign.com/wp-content/uploads/Brooke-1.png) ![Kimberly Yount](https://www.glidedesign.com/wp-content/uploads/Kimberly.png) ![Paola Cárdenas](https://www.glidedesign.com/wp-content/uploads/Paola.png) Monthly report Each invoice comes with an itemized billable-time report, so you can see exactly where every hour went. ![Brooke Miceli](https://www.glidedesign.com/wp-content/uploads/Brooke-1.png) ![Kimberly Yount](https://www.glidedesign.com/wp-content/uploads/Kimberly.png) ![Paola Cárdenas](https://www.glidedesign.com/wp-content/uploads/Paola.png) ### 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 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. ](https://glide.freshdesk.com/support/solutions/articles/3000074387-glide-support-sla) Our support agents are available during regular business hours, Monday through Friday from 9 AM to 6 PM CST. For support outside business hours, refer to our what-to- expect article. Indicate the urgency when submitting your support ticket for critical issues or escalations. Refer to our additional information for urgent issues. GLIDE offers comprehensive website support services including ongoing maintenance, technical issues, content updates, bug fixes, and other website-related concerns. 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. Access our support services by visiting our[ support portal ](https://support.glidedesign.com/support/home) on Freshdesk. Submit support tickets, track their status, and communicate with our support agents there. Track the status of your support ticket by logging into our Freshdesk support portal for real-time updates and communications. Communicate directly through the Freshdesk support portal, with a dedicated thread for each support ticket. There is no specific limit to the number of support tickets. For small requests, consider grouping them in one sprint or release. Yes, our support agents can help with website content updates, including adding new pages and updating existing content. ### Need something else? ##### SEO & AI Search ![](https://www.glidedesign.com/wp-content/uploads/seo-preview.png) Technical SEO, content, and schema that help you outrank competitors and show up in Google and AI answers. ![arrow](https://www.glidedesign.com/wp-content/themes/glidedesign/assets/build/ images/arrow-right-icon.svg) ### Continuous Improvement ![](https://www.glidedesign.com/wp-content/uploads/ci-preview.png) A stack-ranked list of site improvements, tested and shipped monthly so you see a lift in conversion long after launch. ![arrow](https://www.glidedesign.com/wp-content/themes/glidedesign/assets/build/ images/arrow-right-icon.svg) ### Paid Search ![](https://www.glidedesign.com/wp-content/uploads/ppc-preview.png) Ads built on search intent and tracked to qualified leads, not clicks, so every dollar in your budget has a job. ![arrow](https://www.glidedesign.com/wp-content/themes/glidedesign/assets/build/ images/arrow-right-icon.svg) ## Ongoing website support⏎ you can count on