Support - Verde Media

Support

Submit A Support Ticket

Please fill out the form below to submit a support ticket to our team. All support tickets submitted after 12PM EST will be entered into our queue the following business day. Have a question regarding our Support Ticket services? Scroll down to read our Frequently Asked Questions.

Our business hours are as follows: Monday to Friday, 9AM to 6PM, EST.

Note: For all non-technical support questions, please e-mail us at hello@verdemedia.com

  • Drop files here or
    Accepted file types: pdf, jpg, png, doc, xls, csv.
    Allowed file types: PDF, JPG, PNG, DOC, XLS, CSV. Maximum file size is 8MB per file.

SUPPORT FAQ

If you submit your support ticket before or at 12 noon EST, we will add your task to our queue on that same business day. Otherwise, your task will be added to our queue the next business day.

For example, if you submit a standard support request at 10AM EST on Tuesday and it will take us 2 days for complete, then your edits will be ready by the end of the day Thursday.

Currently, our team can only work on support tickets during our normal business hours, which are Monday to Friday 9AM to 6PM. Saturday and Sunday will not count as working business days.
Any support tickets submitted after hours or on a weekend will be handled the next business day.
You will be billed at the beginning of the month for all work completed for the previous month. For example, an invoice will be sent out on February 1st for all work completed during the entire month of January.
You will only be billed for any time that exceeds your quota for dedicated support hours. For example, if you have 2-hour-per-month contract and your total support requests for the month total up to 5 hours, you will be billed or the difference of 3 hours.
Yes! When you submit your first support ticket, a spreadsheet will be shared with you that you can access via Google Sheets. You will be able to see the support ticket ID, date of submission, and total hours spent.
All tasks are billed at our hourly rate of $125/hour and each task is rounded to the nearest 0.25 hours (15 minutes). For example, if it takes our team 15 minutes to add a photo to your website, you will be billed $31.25 at the beginning of the next month.
For standard service, your support ticket requests will be completed by a minimum of two business days. For more complex or extensive tasks, please anticipate a longer turnaround time.

All support ticket requests are reviewed on a case-by-case basis. You will be contacted by our support team with the completion date of your ticket.

For all non-technical questions, such as account, billing, or sales questions, please email hello@verdemedia.com
For all general questions on how to use or update your website, please email support@verdemedia.com
Our expedited service option puts your support ticket ahead in our queue for faster completion. There is a $75 fee for all expedited support tickets.
Last minute emergency requests often require our team to stay after hours to complete your tasks. The service fee helps cover any overtime costs or costs to move resources around to get your task completed.
Yes, due to the nature of the following types of tasks, the following types of support requests cannot be expedited:

  • Addition of new web pages
  • Graphic design work (banners, sliders, hero images, etc.)
  • Site migrations
  • Module development Programming / CMS errors caused by code not written by our team (e.g. theme code, plugin code, or code written by other agencies/companies)

READY TO GET STARTED ON BUILDING YOUR DREAM WEBSITE?

SCHEDULE A FREE CONSULTATION TODAY