Trust Support policy
Tickets keep the history, the attachments, and the right engineer in one thread. Crisp chat is faster for pre-sales and quick how-to questions. Both reach the same team.
We run support out of four channels. Each channel is right for a different kind of question, and using the right one is the single biggest factor in how fast you get a useful answer.
The short version: for anything technical, submit a ticket. Crisp chat is for quick conversational questions. Calls are for issues that have stopped making progress async. Email is a fallback.
Channels
All four channels reach the same engineering team. The right channel for the right question gets you to a useful answer faster.
01
The chat bubble at the bottom-right of every page. Best for pre-sales questions before you buy, general how-to questions, and quick feature checks like "how do I enable or disable this option". One-shot questions that fit in a couple of messages and do not need anyone to look at your site.
Pre-sales, how-to, feature toggle questions.
02
Submit from the /support/ page. The right path when a feature is not working, when you suspect a bug, or when the answer needs someone to look at your site or read the code. Tickets let us assign an engineer who can investigate at your site level or step through the codebase. Attach screenshots, debug logs, and the failing URL.
Bugs, broken functionality, code-level investigation.
03
Book a slot at /book-a-call/. Best when a ticket or chat thread has gone several rounds without resolution, or when the issue needs a screen-share. Calls are Zoom or Google Meet, your choice. Available for retainer and agency-tier customers; ad-hoc slots open up most weeks.
Use when async has stopped making progress.
04
support@wbcomdesigns.com reaches the same team if Crisp is down, you cannot log in to open a ticket, or the question crosses multiple products. We monitor it during business hours and reply as soon as the team is online.
A fallback when the primary channels are unavailable.
Priority bands
Every ticket and chat is triaged into one of these. Most product questions land in Standard. Retainer customers get priority across every band with specific response-time targets written into their contract.
01
Site is down, store cannot take orders, or a security incident is in progress and the cause appears to be one of our products. We respond and start triage as quickly as we can, including outside business hours for retainer customers.
Mark urgent issues clearly in the ticket title.
02
A core feature is broken for many users but the site still loads. License emails not sending, a dashboard tab failing, an admin screen returning an error. We respond within the same business day and aim for a workaround or fix soon after.
Include reproduction steps and the failing URL.
03
A feature works incorrectly for some users, a setting does not save, a translation is wrong, behaviour does not match documentation. We respond within a business day or two and the fix lands in the next patch release.
Most product bugs land here.
04
Feature request, cosmetic issue, edge case affecting one site. We acknowledge, triage onto the public roadmap, and the fix lands in a future release if it fits scope.
Vote on the public roadmap if a request matters to you.
Scope
The line between what support covers and what runs as a separate custom engagement. We will tell you which side of the line a request falls on within the first reply.
01
Making the product behave the way the documentation says it does. Installation and activation issues, integration questions covered in the docs, bug reports, license questions, and pre-sales questions about whether a product fits your use case. If something is broken, support fixes it.
Documented behaviour, broken behaviour, licensing.
02
Changing how the product works. Custom hooks, new features, integrations with third-party plugins we have not documented, or one-off site work. Custom dev is scoped per project and runs through /start-a-project/ as a separate engagement with its own SOW.
New behaviour, new features, one-off site work.
Retainer and holidays
Two operational notes for customers planning around our team's schedule.
01
Retainer customers get a dedicated communication channel (a private Slack channel or shared inbox depending on the contract), a named engineer who knows the project, faster placement in the queue, and response-time commitments specific to the contract. The retainer contract is the source of truth on the exact numbers.
Dedicated channel, named engineer, faster queue.
02
Indian public holidays are observed across the team. The published holiday calendar is in the store dashboard, so plan ahead for time-sensitive work. Urgent issues for retainer customers are covered on holidays per the retainer terms.
Holidays observed, retainer urgent issues still covered.
Common questions
Submit a ticket from the /support/ page. Tickets keep history, attach screenshots and logs, and route to the engineer who knows that product. Crisp chat is faster for pre-sales or quick how-to questions, but a ticket is the right tool for anything that needs back-and-forth.
Our core team runs Monday to Friday on India Standard Time. We have coverage in chat for a wide window each weekday that overlaps with most US East Coast, UK, and European business hours. Tickets queue overnight and are picked up first thing the next morning.
Support is making the product behave the way the documentation says it does. Custom development is changing what the product does. A broken filter is support. A new filter is custom dev. We will tell you which side of the line a request falls on within the first reply, and route custom work through /start-a-project/.
Yes. Retainer customers get prioritised in the queue, plus a dedicated communication channel and a named engineer. The exact terms are in the retainer contract you sign at the start.
Open one ticket and mention both products in the title. We route it to whichever team owns the more complex side and bring in the second team without a second ticket.
Crisp chat runs on reduced hours and tickets queue overnight. The published holiday calendar is in the store dashboard. Urgent issues for retainer customers are covered on holidays per the retainer terms.
Reply to the ticket and ask for an escalation, or book a 30-minute call from /book-a-call/. Both routes get the issue in front of a senior engineer.
Whitelist support@wbcomdesigns.com and support@wbcom.biz in your email client. We send ticket replies and follow-ups from both addresses depending on the system. If you have a corporate spam filter, ask IT to allowlist both domains so the engineer reply does not get quarantined mid-thread.
Have a technical question right now?
Tickets keep history, attach the right files, and route to the engineer who knows the product. Crisp chat and support@wbcomdesigns.com reach the same team if a ticket is not the right shape.
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