WELCOME TO THE GURU SERVICE DESK

Support & Priority Policy

At The Conversion Guru, we aim to handle every request with precision and care. To help us manage your expectations, please review how we categorize and process your submissions.

1. Request Categorization

When you log a ticket, it is triaged based on the following criteria:

Quick Help Request:
These are minor adjustments or simple queries. You can anticipate these being attended to and resolved relatively quickly.
Complex Request:
These involve deeper technical changes. These will take longer to resolve and will likely require a series of Q&A sessions and a planning phase before work begins.
Project:
Large-scale builds or new features. Projects require a formal Project Brief and a discovery discussion to define the scope and timeline.
Other: General inquiries that do not fall into the above categories.

2. Billing & Website Maintenance Agreements

Included Services: If you have an active Website Maintenance Agreement, tasks covered under that specific contract will be performed at no additional cost.
Additional Requests: Any request not covered by your current maintenance agreement will be treated as an additional service. These are billed at our standard hourly rate.
Project Billing: For complex requests or full projects, Project Billing typically applies. In these instances, a formal quotation may be submitted for your approval before any work commences.

3. Specialized Technical Support

To provide the best results, we occasionally collaborate with our expert developer partners for highly specialized tasks. If your request requires these specific skills, it may take slightly longer than anticipated to coordinate and complete. We appreciate your patience as we ensure the highest quality of work is delivered.

4. Response Order & Business Hours

All tickets are logged in the order they are received. We prioritize requests based on the type of service and the urgency of the issue (e.g., a site outage vs. a font change). All work is performed during our Standard Business Hours:
Monday – Friday: [Insert Hours, e.g., 09:00 – 17:00] Weekends & Public Holidays: Closed