Valitics uses a structured process to collect support requests from our clients.

Benefits of our Support Policy:

  • A fast and reliable alert process for critical website issues.
  • Efficient and effective communication in handling support issues.

What Warrants a Support Request?

A support request should only be submitted to Valitics in the following scenarios:

  • Your website is inaccessible.
  • Your admin panel for your website is inaccessible.
  • Your website functionality is not working as intended.

How To Submit A Support Request

  1. Email all support requests to support@valitics.com
  2. In your email, provide:
    1. Your website URL.
    2. A complete description of the issue you are experiencing. Please provide as much detail as possible. This is of great assistance in quickly determining the cause of the issue.
    3. Screen shots or screen captures of the issues you are experiencing.
    4. When you first identified this issue.

Turnaround Time

Valitics takes support requests very seriously and will investigate the issues you identify in your support request as soon as possible.

Timeframes

  1. You will receive an immediate confirmation email that Valitics has received your support request.
  2. Valitics will investigate the support inquiry within five business hours.

What's Next?

  1. In the event that your issue is due to a web platform issue, we will keep you up to date with alerts from alerts@valitics.com as we work to resolve the issue.
  2. In the event that your support request is deemed to be an update or user caused error (rather than an authentic support request), the Valitics Support team will forward the issue on to an Account Executive who will contact you and see how you would like to proceed.