Getting Support

What this is

A support ticket is the fastest way to get help with your site. Tickets live inside your dashboard so the conversation has all the right context — which site, who's on the team, what changed recently. You get a notification when support replies; we get a clean timeline of every back-and-forth.

This guide walks through opening a ticket, the lifecycle it goes through, and when email is the better channel.

When to open a ticket vs send an email

Open a ticket when:

• It's about a specific site (a page is broken, the contact form isn't sending, your DNS isn't resolving).


• You want a record of the conversation.


• You want to be notified the moment we reply.

Email support@siteglowup.ai when:

• You can't log in (so you can't open a ticket).


• It's about your account, not a site (billing question, login issue, password reset).


• It's an urgent payments/billing issue.

If you can log in and the issue touches a specific site, the ticket flow is always the faster path.

Opening a ticket from your dashboard

1. Sign in at app.siteglowup.ai.
2. Pick the site that's having the issue from the site selector.
3. Click Support in the left sidebar.
4. Click New ticket in the top right.
5. Fill in:

- Subject — a short one-line summary. "Contact form isn't sending" beats "help." - Details — the more specific, the faster we can help. What page is it on? What error did you see? What did you try? - Priority — leave it on normal unless something is genuinely broken for your visitors right now. Urgent gets faster eyes but is reserved for site-down situations.

1. Click Create ticket.

You'll get a confirmation email immediately. The ticket lands in our triage queue and a support engineer claims it within minutes.

For account-level questions

If the issue isn't about a specific site (you can't sign in, your billing looks wrong, you want to merge accounts), open the ticket from Support under your account menu instead of from inside a site. We'll route it to the right person.

What happens after you click Send

1. You get an email confirmation — "We've got your ticket: [subject]." Save this email; it has a direct link back to the thread.
2. A support engineer claims the ticket the first time they open it. From this moment forward, that engineer is your point of contact. You'll see "Assigned: alice@..." at the top of the thread.
3. They reply. You get an email notification AND a bell-icon notification in your dashboard. Click either to land back on the thread.
4. You reply. Same flow — they get notified, your message lands in the timeline.
5. They mark it resolved. You get a "ticket resolved" email. If the problem is actually fixed, you don't need to do anything — the ticket closes automatically 7 days after it's resolved. If the problem isn't actually fixed, reply to the thread within those 7 days — that automatically reopens the ticket.
6. The ticket closes — final state, no more replies accepted. If a new (related) issue comes up after close, open a fresh ticket.

How fast we respond

We aim for a first response within a few hours during business hours, faster for urgent tickets. You can always see how long a ticket has been waiting — the Awaiting first response badge at the top of the thread shows the elapsed time and turns amber, then red, as it grows.

What "escalated to Tier 2" means

Some issues need to go to a senior engineer — typically when the root cause looks like a platform-wide bug rather than something specific to your site. When that happens, you'll see the Escalated badge on the ticket and get a status-change email. The conversation continues in the same thread; no action is needed from you.

Privacy

• The conversation is visible to you, anyone you've invited as a team member on the site, and our support engineers. Nobody else.
• Anything marked as an internal note (you'll never see this — it's a staff-side feature) is hidden from your view and used by our team to coordinate.

Common questions we get a lot

• "My site is showing the wrong content." Check Pages → Recent changes first. Most "wrong content" issues are an unapplied draft change or a CloudFront cache lag that resolves itself within 10 minutes.
• "My contact form isn't sending." Open a ticket; this is almost always a DNS or notification-email config issue we can fix in a minute.
• "I bought a domain and it isn't working yet." Domain registration takes 5–15 minutes to propagate. If it's been an hour and you still can't reach the site, open a ticket.
• "I want to cancel." That's the dashboard Settings → Cancel my account flow. Open a ticket only if that flow doesn't work for you.

If you ever can't log in

Email support@siteglowup.ai directly. We'll route it to the same triage queue from the email side.