At 37SOLUTIONS, we support every website as if it were our own. That means when a client’s site goes down or an e-commerce store can’t process payments, we treat it like an emergency—because it is.
Severity Levels Explained
To ensure we help the most urgent issues first, we use a severity-based (SEV 1–4) system to triage incoming support requests:
SEV 1 (Urgent)
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Website is down or returning server errors
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E-commerce checkout is broken or cannot accept payments
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Security breach or confirmed site compromise
→ Immediate response, work begins as soon as possible.
SEV 2 (High)
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Major plugin/theme failure or layout breakage
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Critical features not working (e.g., contact forms, search)
→ Typically addressed within 24–48 hours.
SEV 3 (Normal)
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Minor visual issues or feature adjustments
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Non-critical plugin errors or display quirks
→ Typically handled after SEV 1 and 2 issues are resolved.
SEV 4 (Low)
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Content changes (e.g., text edits, new photos, blog updates)
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Routine plugin installations or low-impact feature requests
→ These requests are placed in a queue and addressed as time allows.
Please don’t send “any update yet?” follow-ups
We use a Zendesk support system that tracks all open tickets and reminds us daily about pending work.
Sending “any update?” messages on low-severity requests pulls time away from active fixes and slows everything down. Task-switching just to respond to non-urgent follow-ups reduces productivity across the board.
“Why isn’t my request done yet?”
If your issue is SEV 3 or SEV 4, it means that it’s queued behind more urgent work. We prioritize based on impact to business continuity, then by order received. For example, if your website were offline, you’d expect us to drop everything and fix it—so we do the same for others. Fairness and consistency are key.
"But you said you'd finish it this week and it's still not done!"
Sometimes we estimate completion for SEV 4 tasks based on our current queue and available time. However, if multiple SEV 1 or SEV 2 emergencies come in, those will always take precedence—even if it means delaying lower-priority work.
We understand this can be frustrating, especially when you’ve made internal plans based on our initial estimate. But timelines for SEV 3 and SEV 4 work are fluid, not guaranteed. We will get it done—as soon as our higher-severity queue clears.
If a firm deadline is critical, consider our dedicated support options (below) where turnaround times can be guaranteed.
We’re a small team
We don’t have idle staff waiting for something to break. When something does break—especially due to a change you made—we’ll do our best to fix it quickly. In some cases, the fastest option may be restoring a recent backup. However, if you’re patient, we can often fix the issue without losing your recent changes.
Need Faster Response Times?
If your business requires guaranteed availability or faster turnaround for non-SEV 1 issues, we offer dedicated support options:
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Weekly Dedicated Support – $3,000/week
Gain direct access to priority support with a dedicated resource available to work solely on your site. One-week minimum required.
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Monthly Support Bucket – $3,000/month for 40 hours
Get up to 40 hours of prioritized support each month. Use the time for troubleshooting, maintenance, development, or content changes. Unused hours do not roll over to the following month.
These options are ideal for clients with active development needs, frequent content updates, or mission-critical environments where downtime or delays aren’t acceptable. Contact us if you’d like to add one of these plans to your account.
Budget Hosting ≠ Unlimited WordPress Support
Most clients pay between $20–$40/month for managed WordPress hosting, and a significant portion of that goes directly to our hosting vendor. That leaves very little margin to cover ongoing troubleshooting, especially for issues unrelated to hosting (like plugin conflicts, design changes, or user errors). If your support expectations exceed what’s included, we’re happy to discuss upgraded service options.
If you’re looking for faster but less specialized support, we can also help you migrate to a mass-market provider like GoDaddy 🤮. Just know that you’ll likely be working with overseas reps who rely on scripts, search engines, or AI tools—and don’t have any firsthand knowledge of your site.
Bottom line
We value your business and treat your website with the same urgency we would expect for ours. Your request is important—it’s just not urgent. Please allow time for higher priority work to be completed first. That’s how we ensure fairness and keep everyone’s website running smoothly.
If you have an actual emergency (SEV 1), please let us know immediately. Otherwise, rest assured your ticket is in the queue and we’ll get to it as soon as possible.
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