Our goal at GeniusVets is to provide the highest-quality and best-performing websites in the industry. We accomplish this in partnership with our clients and through maintaining excellent communication throughout our engagement.
How to Access Support
- Clients can request technical support through our Support Page 24/7/365.
- Clients who have a Success Coach can also contact their coach by email or phone to request support – however, please note that with regard to website issues, it is generally faster to contact our support team directly, and they will keep your coach informed.
Support Hours
- Our standard support hours are from 8:00 AM to 6:00 PM CST on weekdays.
- We have limited support on weekends and national holidays. Specifically, we will make every effort to address emergency tickets as quickly as possible including during weekends and holidays, but non-emergency items will typically be handled the next business day.
Site Monitoring
As part of your hosting program, GeniusVets provides 24/7/365 monitoring of your site to proactively detect any site outage and notify our team who will respond as quickly as possible.
DNS Issues
GeniusVets does not provide domain name registration and does not manage your domain for you, as we believe these very valuable brand assets should only be owned by the practice itself. One common cause of website outages is the expiration of your domain name. This most often results from a credit card expiring or failing with the company providing the domain name registration (GoDaddy or Network Solutions for example). Another cause of website outages can be changes made to your DNS configuration by an IT person or other practice team member. When an incident occurs with DNS, since GeniusVets does not manage the domain name account, our ability to assist is limited to informing you or your IT personnel of the issue.
Backups
GeniusVets also provides daily backups which are retained for 7 days, and monthly backups which are retained for 3 months. In the event you feel a rollback of your site is needed for any reason, please notify our support team as quickly as possible to ensure this is handled before the necessary backup expires. Please note that while we make every effort to provide backups to prevent any data loss, per our Terms of Service, GeniusVets is not liable for any consequential or special damages that could result from the loss of data within your site. No critical content or data should be stored exclusively on your GeniusVets site; a copy should be kept on your local computer system for safety.
Self-Service Updates
Most updates to website content can be made by your team on your own – so you won’t have to wait at all! A large percentage of support tickets we receive are actually for requests that can be handled on a self-service basis. So while we’re happy to do those requests for you, we’ve found that most of the time once our clients learn how to manage their own site updates, they appreciate being able to get their changes made right away. When responding to a change request that can be done on a self-serve basis, our support team will typically handle the request and also provide instructions or a link to our Knowledge Base to help you make that change on your own the next time if you’d like.
Some examples of updates that can be done on a self-service basis include:
- Adding a new blog, service page, or news item to your site
- Adding a new team member (doctor or staff member)
- Updating content such as team member bios, blogs, or service pages
- Adding a new sliding banner to the top of your home page
- (And much more – please reach out with any questions)
Requesting Support
When contacting our support team, please provide as much information as possible. For example, "team page is broken" is not as helpful as "on the page mysite.com/team, the doctors' names are being cut off on the right side." The better we understand the issue, the faster and more accurately we can solve it. When contacting support, please try to include:
- The page(s) where the issue happened – with URLs (copy and paste from the address bar of your browser)
- What you expected to see
- What happened instead
- Any steps needed to reproduce the problem (scroll down, click something, submit a form, etc.)
- What device, browser and version you're using (for example, "Macbook using Chrome version 86.0", or "iPhone X using Safari")
- Where possible, including a screen shot is extremely helpful
Technical Support Service Level Agreement (SLA)
Of course, some requests will require our technical team. While every support request is important to us, we recognize requests must be prioritized to best support our clients’ needs. We divide support requests into four basic Service Categories as outlined below, and each one has its own expected timeline for assistance. When you file a support issue, your GeniusVets technical support team member will keep you informed as to the Service Category that applies to your request, and the expected timeline for completion. If you have questions as to why your request was placed in a particular Service Level, please don’t hesitate to ask.
Service Level Categories
| Category | Description of Issue | Examples | Resolution Commitment |
| A | A site outage that affects all users and prevents them from using the site |
|
4 Hours (Maximum) |
| B | A functionality issue that affects the site experience for many users, but does not completely prevent them from using the site |
|
48 Hours |
| C | A visual design change or other adjustments to the site which will improve aesthetics or functionality, but where the site usability is not currently seriously impaired |
|
Up to 10 Days |
| D | A new feature or significant change to site structure that will require modification of our platform |
|
Varies* |
| Strategy | Support requests or questions that require strategic input from our team |
|
Available only to clients on our Coaching programs – Timeline varies |
* Category D encompasses requests outside the scope of our normal support offering. We greatly value the input and recommendations of our clients for ways our platform can improve, and in fact many of the best-loved features of our system were originally requests from individual clients. When a request is received that will require significant engineering, we evaluate that request as to whether it could have value for many other clients:
- If a feature could be valuable for other clients, we will consider it for inclusion in our technology roadmap. In this case no custom development fees will be charged. New features are rolled out regularly in alignment with our long-term planning; we usually have many features in progress, so it can require several weeks or months before such a feature is rolled out.
- If we determine that a particular feature would not be likely to be valuable to other clients, we can provide an estimate for custom development based on rate of $150/hr as outlined in our Terms of Service.
- As we understand you may not want to wait for a new feature to be developed, when a client request is a Category D, we will make every effort to find a workaround or short-term solution that can be completed more quickly either as an alternative, or until a more comprehensive feature can be provided.