Welcome to An Imagined Reality! We are committed to providing exceptional support to help you manage and grow your online presence. Our support team is dedicated to addressing your technical issues efficiently, ensuring that your website operates smoothly and effectively. We offer a variety of support channels to assist you, and our response time and service level agreements are designed to meet your needs promptly.
Support Channels
You can reach out to us through our customer portal or by sending an email to support@shapingair.com. Support requests are handled using a queue-based system that allows our support staff to address tickets in the order they are received. Critical issues must be submitted via your account to set the urgency of the request. All emailed tickets are automatically categorized as low/normal.
Please note that Slack is not an official support channel and should not be treated as such.
How we support you
In addition to our robust support services, An Imagined Reality offers:
• Premium Site Monitoring: Ensures your website remains operational and secure around the clock with real-time monitoring and alerts for any potential issues, allowing us to respond swiftly and minimize downtime.
• Theme, Plugin & Core Updates: Regular updates to ensure your site runs smoothly and securely.
• Additional Backups: Extra backup services to provide additional security for your website data.
• Malware Removal & Report: Identifying and removing malware, with detailed reporting to keep you informed.
• Content Edits & Quick Tasks: Assistance with small content changes and quick tasks to keep your site up-to-date and relevant.
• Transactional Email Server: Provided by Postmark App, allowing you to send up to 5,000 emails per month. If you exceed this limit, you will be charged $50 for up to 10,000 more emails.
Support Response Time/SLA
All tickets with less than critical urgency are handled on a first-come, first-served basis. These tickets will receive an initial response within 1 business day. Most tickets are resolved immediately, and we aim to resolve tickets within 2 business days. Some tickets may take longer depending on the issue.
Critical tickets are prioritized due to their severity. Only critical tickets will be addressed during holiday hours and may have a longer than normal response time.
What Is A Critical Ticket?
A critical ticket is when your site is down and completely inaccessible due to server error.
Support Limitations
Our support team is happy to provide errors found within our logs and will always provide general advice when we’re able to do so. Directly supporting all the plugins and themes, both free and paid, available for WordPress is not feasible. You can always ask on the off chance we are familiar with that particular plugin/theme, but most likely we will direct you to the developer’s support system.
Support for Free Plugins/Themes
Submit your request on the associated page at wordpress.org.
Support for Premium Plugins/Themes
Submit a ticket with the developer of those products.
Support for Your Custom Code
Speak with the developer of the code. If the original developer is unavailable, An Imagined Reality can provide a quote to address custom code issues on a case-by-case basis.
Support for WordPress Core
Submit these issues directly to the WordPress Core team.
Examples Outside the Scope of Support
• Plugin installation/troubleshooting/configuration
• Search engine optimization (SEO)
• Site loading speed
• Design/layout and customization issues
• Custom SQL queries and database management
This is not a complete list and may change at any time.
Unlicensed Plugins
If the site has unlicensed plugins the following impacts may apply:
- The site may become compromised to malware, and we won’t be able to offer malware cleanup.
- In addition to being unable to update the licensed plugin, we may be unable to other plugins as well. We can’t guarantee that the site will remain updated.
- We don’t support End of Life PHP versions, and if the site has a plugin that can’t update, it may prevent the site’s ability to run the latest supported PHP versions.
As a whole, if your site has an unlicensed plugin, we can’t guarantee any feature all SLAs are invalidated for the site until the license has been restored.