Keep everything running smoothly

GLIDE offers comprehensive website support services to ensure your website runs smoothly and efficiently. Our support agents are here to assist you with ongoing maintenance, technical issues, content updates, bug fixes, and any other website-related concerns you may have.

To access our support services, simply visit our support portal on Freshdesk: https://glide.freshdesk.com/support/home. There, you can submit support tickets, track their status, and communicate directly with our support agents.

Our support agents are available during our regular business hours of Monday – Friday from 9 AM to 6 PM CST. However, you can submit support tickets at any time through our support portal, and our team will address them promptly during our operating hours. If you require support outside of our business hours, we recommend the steps in this what to expect article.

You can seek support for a wide range of website-related issues, including technical glitches, error messages, performance concerns, content updates, and questions about using your website’s CMS. Our support agents are well-equipped to handle various challenges and provide timely solutions.

The resolution time depends on the complexity of the issue. Our support agents work diligently to address your concerns as quickly as possible. Simple requests may be resolved within a few hours, while more intricate issues might require additional time for investigation and troubleshooting. Rest assured, we prioritize prompt and effective resolutions for every ticket. You can read the details of our Service Level Agreement (SLA) here.

Yes, you can track the status of your support ticket by logging into our Freshdesk support portal. There, you’ll find real-time updates on your ticket’s progress, along with any communications between you and our support agents.

You can communicate with our support agents directly through the Freshdesk support portal. You’ll have a dedicated thread for each support ticket, making it easy to provide additional information, ask questions, and receive updates on the status of your request.

There is no specific limit to the number of support tickets you can submit. We encourage you to reach out to us whenever you encounter an issue or have a question about your website. Our team is here to assist you with any website-related matters, no matter how big or small. For the sake of simplicity, it’s best to have separate tickets for each request or issue. If your requests are small, you might consider grouping them together in one sprint or release by documenting them in a sheet or document to include with your ticket.

Absolutely! Our support agents can help you with website content updates, such as adding new pages, updating existing content, and managing media files. Simply submit a support ticket with the details of the changes you’d like to make, and our team will take care of it for you.

If you have a critical issue or need to escalate a support request, please indicate the urgency when submitting your support ticket. Our support agents will prioritize urgent matters accordingly. We’ve outlined additional information for urgent issues here.