Introduction
If you are facing any difficulty the support team are always on hand to help. In this article we will outline the process for contacting support with a query or bug
Steps: Escalating a bug
If you spot a bug/issue on your website, it’s always great to take a screenshot or screen recording if possible. If not do not worry. Note the device and browser you are using.
Contact the support team by emailing us-clientuspport@usheru.com or clientsupport@usheru.com with the details of the issue. Include any screenshots you may have and if not please ensure you provide a clear description of the issue.
The client support team will confirm they have received your email and then they will investigate before either resolving your issue themselves or elevating it to our tech team as a Level 2 issue.
The client support team may request more information if our team is unable to replicate the issue.
If the issue cannot be resolved right away we will inform you of the expected time to resolution.
Once resolved you will be sent the resolution notes, informing you clearly of the fix.
Escalating a query/request
The first thing you should do is search the usheru Support Hub to see if we have a relevant training article which answers your question.
If you cannot find a relevant article or if you are still feeling unsure on how to proceed, send an email to us-clientuspport@usheru.com or clientsupport@usheru.com with the details.
The client support team will evaluate your email and either direct you to the correct article/send you the information so you can proceed yourself or if necessary they will make the update and inform you once complete.
If the team identifies that your query requires development, the team will first check whether the development would be considered billable or non billable and then proceed accordingly.
If the development would be a billable add on (ie adding a new functionality) you will be asked whether you want to proceed and a SOW will be created.
Summary
Contacting our Client Support team is quick and easy and our team will work to respond to you and resolve your issue in a timely manner. To help ensure a smooth process please ensure your email has a clear description and attaching screenshots/recordings can be very helpful.