Our help desk works completely through email.

Just send all future questions and issues to [email protected]

In short, you will be billed as you normally would for any other Noaviv services. If you have retained our services, you will not be billed until you have exceeded the hours retained. If you have not retained our services, you will be billed our agreed upon hourly rate for any work performed.

We will never bill you without first notifying you that you have either exceeded your hours or the work requested is beyond the scope of our monthly agreement.

You can open a ticket or make a request at any time!

You can expect replies to your tickets Monday – Friday from 10am – 6pm MST.

If a ticket is urgent then we will reply as soon as possible. We consider urgent tickets anything that would result in your website being completely down, or a payment gateway on an Ecommerce website malfunctioning.

We will reply to tickets entered before 3:30pm MST the same day. The turn around time depends on the type of ticket or request.

Requests will be ordered by their urgency and then the order in which they are received.

Below is approximately how long you can expect a ticket to be resolved.

Urgent Items – As Soon as Possible
This includes anything that results in downtime of your website.

Less Urgent Items – 2 business days
This includes cosmetic issues or smaller bugs that do not effect the functionality of your website.

Blog Posts – 2 business days
If we are placing your blog posts on your site, please allow 48 hours.

Updates to Current Content – 2 business days
This includes any text or document changes to items currently on your site.

New Content Additions – 2+ business days
This includes new pages or sections of your website. You will receive a more accurate estimate based on the details of the content to be added.

New Feature or Service Requests – Details Dependent
Due to the variety of services and website features we offer this one is hard to estimate, a time estimate will be provided based on the details of the request.

General Questions, Help doing your Own Updates  – same day most of the time!
Depending on the complexity of the question we can usually address these issues in the same day (within business hours).

Yes, if you need your item addressed immediately we do offer rush services for an additional fee.

Otherwise, we please ask that you plan to supply us with any content or changes well before you need them to be "live".

We ask that even if you think your issue is too complex or requires a screen share or phone call to start with our Helpdesk. This will allow us to assign and track your issue and make sure it is resolved.

If we need to schedule a phone call or screen share we have the tools to do so within the helpdesk!