As a boutique company with a small, agile team of developers, we do not have a call centre or receptionist, and therefore do not have a manned phone line for unscheduled inbound support calls.
However, you can schedule a support call at a time that suits you best through our online booking calendar. This ensures one of our team members will be available and properly prepared to speak with you about your website, hosting or domain.
Our support services are predominantly provided via email (support@silvercode.com.au), where we pride ourselves on quick response times. As such, we are a good fit for clients who are comfortable with email as a primary communication channel (with the option of scheduled calls). For those that prefer or require access to 24/7 on-demand phone support, such as a call centre, we would not be a suitable fit.
As we are confident in the quality of our services and prompt response times, we do not impose any lock-in contracts for our support services. That way, new clients can have peace of mind in knowing that if they find our support services ultimately not suitable, they can cancel at any time and appoint any other support provider.
General support:
Our support hours are Monday to Friday 10am – 5pm, excluding public holidays (VIC, Australia). During this time, we closely monitor and triage all incoming email requests, with more business-critical matters receiving priority.
Almost all support requests are answered on the same or next business day. However, as our support load can fluctuate and to ensure we set realistic expectations, this should not always be relied upon in case of busy periods, team member illness etc. Essentially, we can’t guarantee any particular response timeframe – but it’s usually quick.
It’s also not uncommon for some of our team members to respond outside of regular support hours, such as during evenings or weekends, however, this is at the discretion of each individual’s chosen working hours on any given day.
We also kindly request for our clients not to follow up non-urgent, unanswered support requests within less than 1 full business day, as this can have the unintended effect of making it take longer for us to collate and process your request.
You can also always schedule a phone call at a time that suits you using our online booking calendar.
Backup support:
Clients who have their hosting services with Silvercode enjoy an added layer of support from the Kinsta team, who offer 24/7 live chat support.
While we still encourage our clients to reach out to us as their first point of contact, if there is an urgent issue and you are not receiving a response quickly enough from our team, you can log into your Kinsta hosting panel and open the live chat module in the bottom-right hand corner for instant, 24/7 support.
Kinsta can assist with anything hosting related, as well as a limited range of website issues. While they do not extend into providing development services, they can assist with general website issues such as if the website has been compromised/hacked, they can remove the malware and/or roll it back to a functional version.
This ensures you have a strong fallback plan for critical situations until our team can step back in.
The quickest way to reach us for an urgent issue is by emailing support@silvercode.com.au. This will get in front of more eyes much faster than a phone call or email to a specific person.
Though we do not offer a specific time frame guarantee, urgent or emergency matters always receive a priority response at our very next availability, even if it is outside of our regular support hours.
Most urgent matters receive a response within a few minutes to an hour.
Clients who have their hosting services with Silvercode also have 24/7 access to the Kinsta support team as a backup option.
We can’t guarantee we will have availability to provide support outside of our business hours or on public holidays. However, our team still generally keeps a close eye on our help desk and is often available to assist. We recommend emailing support@silvercode.com.au, and if we are available, we will get back to you as quickly as possible. Please mark your request as urgent, otherwise it will be assumed that you are happy for your request to be processed during regular business hours at our regular support rate.
Our support rates are charged at 2x when we are specifically requested to take action outside of our business hours/on public holidays – we will confirm a cost estimate with you prior to commencing any work at this rate.
Please plan for and allow a minimum of 1 full business day for small/day to day change requests to be actioned. For example, if you request a change at 4pm on a Friday, we will usually complete it before 4pm the following Monday.
If you need something done by a certain time, please give as much notice as possible – even so much as several weeks or months of notice will greatly assist in ensuring your changes are actioned when you need them to be.
While we often respond very quickly, it should not always be relied upon in case of busy periods, team member illness etc.
If your request involves a more substantial amount of work, it may require a timeline of multiple days, weeks or even months, depending on the scale. We will let you know as soon as possible if we need a longer timeframe to complete your request.
Silvercode follows a distributed working model, and thus does not have a centralised office space, nor offer in-person consultations/visits. Having a fully distributed team ensures a healthy work/life balance and keeps our environmental impact as light as possible.
For questions or notices, please contact us at:
- ABN: 39 643 152 032
- support@silvercode.com.au
- Suite 53, Unit 1, 33 Main Street, Romsey 3434 VIC, Australia
Last update: 7 May 2021
