100% customer satisfaction is one of Mannix Marketing’s core values. This policy helps us continue to provide our clients with the level of support you have come to depend on for all your website needs. Note that this policy may be amended from time to time, therefore, we suggest you review this page periodically to ensure you are aware of any changes that have been made.
Submitting Support Requests
We strive to service all requests within a 72 hour time period, during our normal business hours of Monday – Friday, 9 AM to 5 PM EST. However, our actual service times may vary according to our current queue volume, as well as how advanced or technical the support request is.
When you have a support need:
- Send an email to [email protected] with details and attachments, and this will automatically be added into the Help Center. It’s best if multiple or more complex support requests are submitted via email so that you can provide us with any supporting details and attachments we may need to problem solve the situation for you.
- Or, give us a call at 518-743-9424, Monday – Friday, 9 AM to 5 PM, EST and your support request will be added to the Help Center via a member of the Mannix Marketing support team.
All support requests, whether submitted by phone or email, are added to the support center and prioritized in the order they are received.
Emergency issues that must be addressed right away will be treated as such, and their priority adjusted to reflect their urgent status.
For all support requests, you should expect an email from [email protected] letting you know we received your request. You will also receive an email from us when your request has been completed and to ensure your satisfaction with our work.
Emergency Line for Server Uptime & Connectivity Issues
When you host with Mannix Marketing, you benefit from excellent customer service, 24/7. Website emergencies related to connectivity issues or server uptime are rare, but they do happen. You can rest assured that we are always on call! Dial 518-743-9424 and follow the prompts for the emergency line.
Submitting Website Edit & Update Requests
Every website we build comes with our 90-day website guarantee where we work with you to ensure your website meets and exceeds your standards. After your new site is launched, other site edits will likely be needed. Many of our clients utilize their newfound WordPress skills to update and maintain the site themselves, however, should you be pressed for time, or need an update that you are not sure how to approach, Mannix Marketing is there for you!
We can help with minor content changes, layout or design updates, website troubleshooting, and other website maintenance tasks. The minimum cost to service a request is $21.25. If we feel the edits will take more than an hour’s time, we will give you an initial estimate of the time involved, and should this need to be revised, we would let you know.
The maximum cost will reflect however many hours it will take to fully service the request. This includes troubleshooting, follow-up communications and revisions, as well as billing for any required WordPress plug-ins if applicable. Should a support request require a higher level of complexity, it would be quoted as a project.
Note that we cannot always provide support for websites that Mannix Marketing did not develop and launch. Support requests for websites created by others and hosted outside of Mannix Marketing will be reviewed on a case by case basis.
Requests for Website Hosting & Email Support
Website hosting support includes server and core systems maintenance on DNS/hardware/operating system/email. We periodically apply software and hardware updates. Included with your annual hosting contract services are these updates and 24×7 support on server uptime and connectivity issues.
In addition to these standard hosting services, Mannix Marketing can provide support for a wide range of email issues. Some examples of typical email support requests would be: adding or removing users, setting up email on new devices, and general email questions.