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FAQ - How can I speed up my support process?
Posted by Linda Lou on 14 March 2017 04:29 PM
We do our level best to offer as much trouble shooting and instructional information as possible to assist our customers in doing as much as they can on their own without our assistance in order to help them avoid potential support delays; delays during our off times as well as delays that can occur during heavy ticket load times such as during new product launches. During product launches please allow up to 12-72 hours for replies to your tickets.
If you will take your time to look at and through your product member's area tutorials as well as the following informational links the odds are very high that you will find 99% of the answers to your issues and/or questions.
If you will take the time to go through the trouble shooting steps and go through the knowledge base and sincerely do not find the answer, let us know and provide us with the following login information, along with screenshots and/or a video of your issue (you can use https://www.techsmith.com/jing.html it's free), so if needed we can resolve your issue quicker. If you don't send it and it is needed it will only delay your support process:
1. Your site wp-admin url:
Your cPanel login url:
Your IMSC plugin member area username:
ALL of this information is necessary for us to have at hand to be able to resolve your issue as quickly as possible. Please double check that we have everything we have asked for and that each is correct...
2. We also ask that you have checked all your plugins/themes for conflicts (as listed on the support center home page https://imsuccesscenter.com/customercare/index.php?/Knowledgebase/Article/View/909/33/faq---before-submitting-a-ticket ), that the problem still exists after checking, and that you have backed up your site. If you find a conflict with one of your other plugins or theme let us know what they are. Although we cannot guarantee that we can resolve the compatibility issue we will look into "the most popular plugins and themes" to see if there is something we might be able to do to assist you...
Disclaimer: In providing us with direct access to your account you automatically hold ADD Marketing Group free and harmless from any liability for any direct, indirect, special, incidental, punitive or other consequential damages arising directly or indirectly from our accessing your account.
NOTE FROM LINDA LOU/SUPPORT ROOM MANAGER: We ask for the above disclaimer agreement to protect us after we have left your site in the event another developer or our customers create an issue where we are not to blame. If you back up your site, before we enter your admin areas, and something does occur your site can "always be restored"...
As the support room manager (with 20 years of web development, WordPress, and cPanel experience, and who has personally trained our technicians), I can assure you we know what we're doing, we will not proceed to make any changes to your site without consulting with you after we determine what and/or where the issue you're having lies...
PLEASE SUBMIT, TRACK, AND REPLY TO YOUR TICKETS THROUGH THE SUPPORT CENTER LOGIN if you haven't registered for an account you can do so here.
If you believe your tickets aren't being answered please refer to this link...