Client Support
Need support? we're here to help.
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Submit your support request
Average Response Time
Huemor is open Monday-Friday, 8am - 5pm ET. Within these hours, our goal is to provide a response within 1-hour or less for any support inquiries we receive.
WHAT’S NEXT
Here’s what goes down after you hit submit
Step 1.
Your request is reviewed by a Support Coordinator, and assessed for its severity.
Step 2.
You receive an update on your request from a real human, letting you who it's been assigned to and what to expect with clear next steps.
Step 3.
Your request is completed, and you're notified.
FAQS
Let's get into the details.
Am I going to be charged extra for this request?
Depending on the terms of your Support agreement and the size of the request, additional charges may be required to provide a resolution.
If this is required, you will be notified in our response detailing the plan for resolving the request.
How long until I get a response?
Our goal is to respond to all requests submitted through this form in 1 hour or less.
How long until I get a resolution?
The time it takes to resolve a request will vary based on the complexity of the request and the availability of individual team members. In general, though, this is our SLA:
Tier 1:
30-Minute Response
The website is experiencing significant issues on the production website that are critically impacting business operations and/or sales.
Tier 2:
4 Hour Response
The website is experiencing issues on the production website that are impacting website performance but not dramatically impacting business operations and/or sales.
Tier 3:
1 Day Response
The website has known bugs or malfunctions, but it is connected to a low-impact area of the website (ie How to questions).
Tier 4:
2 Day Response
The website has a purely cosmetic or grammatical error or is a request not related to conditions that exist on the live website.
What are your Support hours/availability?
Huemor is open Monday-Friday, 8am - 5pm ET.
As an organization, we conduct a 4-day workweek. This means certain team members have availablity Monday-Thursday, or Tuesday-Friday.
Since we use a POD structure to manage our Support, this ensures customers always have support during our normal working hours.
For requests that are made outside of our normal business hours, we can not guarantee a response until business hours resume, unless stated otherwise in your individual agreement.
