Support for Our Clients
Summary
Section titled “Summary”Cobalt Web Technologies provides comprehensive customer support through multiple channels (phone, email, chat) with response times ranging from minutes to an hour. The company offers managed services for clients without technical expertise, including CMS training and full backend management. Support is included in all plans, with priority support available in Pro and Enterprise tiers.
Support Philosophy
Section titled “Support Philosophy”Core Commitments
Section titled “Core Commitments”- Rapid Response: Aim to respond within minutes to an hour
- Clear Communication: Honest and transparent dialogue
- Proactive Support: Anticipating and preventing issues
- Education: Teaching clients to use their systems effectively
- Availability: Multiple contact methods
Support Channels
Section titled “Support Channels”- Phone: Direct voice support
- Email: Detailed written support
- Chat: Real-time text communication
- Ticketing System: Issue tracking and management
Support Tiers
Section titled “Support Tiers”Standard Support (Starter Plan)
Section titled “Standard Support (Starter Plan)”Response Times
Section titled “Response Times”- Email response: Within business hours
- Issue resolution: Based on severity
- General inquiries: 1-4 hours
Included Services
Section titled “Included Services”- Technical troubleshooting
- General guidance
- Documentation access
- Email support
- Issue tracking
Priority Support (Pro Plan)
Section titled “Priority Support (Pro Plan)”Enhanced Response Times
Section titled “Enhanced Response Times”- Faster response prioritization
- Escalation options
- After-hours support availability
- Critical issue immediate attention
Additional Services
Section titled “Additional Services”- Phone support access
- Dedicated support channel
- Proactive monitoring alerts
- Regular check-ins
Enterprise Support (Custom Plans)
Section titled “Enterprise Support (Custom Plans)”White-Glove Service
Section titled “White-Glove Service”- Dedicated account manager
- 24/7 support availability
- Custom SLA agreements
- Immediate response for critical issues
- Direct access to technical team
Strategic Services
Section titled “Strategic Services”- Quarterly business reviews
- Performance optimization consultations
- Growth planning assistance
- Custom training sessions
Managed Services
Section titled “Managed Services”What Are Managed Services?
Section titled “What Are Managed Services?”Managed services mean Cobalt handles all technical aspects of your website and infrastructure, allowing you to focus on your business rather than technical management.
Backend Management
Section titled “Backend Management”Server Management
Section titled “Server Management”- Operating system updates
- Security patches
- Performance optimization
- Resource monitoring
- Backup management
- Server configuration
Security Management
Section titled “Security Management”- Firewall configuration
- SSL certificate management
- Malware scanning
- Threat monitoring
- Security updates
- Vulnerability patching
Performance Management
Section titled “Performance Management”- Load monitoring
- Optimization tuning
- Database maintenance
- Cache management
- CDN configuration
Frontend Assistance
Section titled “Frontend Assistance”Content Management System (CMS)
Section titled “Content Management System (CMS)”- Simple, easy-to-use interface
- Training provided
- Documentation included
- Update assistance
- Best practices guidance
Client Responsibilities
Section titled “Client Responsibilities”- Content updates (text, images)
- Blog post creation
- Product management
- Page content editing
Cobalt Handles
Section titled “Cobalt Handles”- Technical implementation
- Plugin/theme updates
- Security maintenance
- Performance optimization
- Backup management
Frequently Asked Questions
Section titled “Frequently Asked Questions”Getting Started
Section titled “Getting Started”Q: I don’t know anything about websites. Do you offer any help running our website?
Section titled “Q: I don’t know anything about websites. Do you offer any help running our website?”A: Yes, absolutely. Cobalt offers managed services specifically designed for clients without technical knowledge. You don’t need to know anything about:
- Coding
- Running a web server
- Technical infrastructure
- Security management
Cobalt handles all backend services. Your only responsibility is updating frontend content, and we provide assistance and instruction through a simple, easy-to-use CMS (Content Management System).
Q: How quickly can I get started?
Section titled “Q: How quickly can I get started?”A: The timeline depends on project complexity:
- Simple sites: Can launch within days
- Complex sites: Timeline discussed during consultation
- Migrations: Planned to minimize downtime
Technical Questions
Section titled “Technical Questions”Q: What if my website goes down?
Section titled “Q: What if my website goes down?”A: Cobalt provides:
- 24/7 monitoring
- Automatic alerting
- Rapid response times (minutes to an hour)
- Automated recovery where possible
- Clear communication during incidents
- Post-incident analysis
Q: How do you handle backups?
Section titled “Q: How do you handle backups?”A: Backup strategy includes:
- Automated daily backups
- Multiple backup locations
- Easy restoration process
- Point-in-time recovery options
- Managed by Cobalt team
Q: Can I access my server?
Section titled “Q: Can I access my server?”A: Access depends on plan level:
- Starter Plan: Managed access through Cobalt
- Pro/Enterprise: Can discuss direct access options
- All plans: Full access to CMS for content management
Pricing Questions
Section titled “Pricing Questions”Q: Are there any hidden fees?
Section titled “Q: Are there any hidden fees?”A: No. Cobalt’s pricing philosophy emphasizes transparency:
- Clear upfront pricing
- No hidden charges
- Custom plans show all costs
- Annual discounts clearly stated
Q: What if I need to upgrade my plan?
Section titled “Q: What if I need to upgrade my plan?”A: Upgrading is simple:
- Contact support team
- Discuss new requirements
- Seamless transition
- Pro-rated pricing adjustments
Q: Do you offer refunds?
Section titled “Q: Do you offer refunds?”A: Refund policy details available upon inquiry. Contact the team to discuss specific concerns.
Service Questions
Section titled “Service Questions”Q: What happens if I want to leave?
Section titled “Q: What happens if I want to leave?”A: Cobalt makes departures easy:
- No lock-in contracts (except Enterprise custom agreements)
- Assistance with migration out
- Full data export
- Professional handoff
Q: Can you migrate my existing website?
Section titled “Q: Can you migrate my existing website?”A: Yes, migration services include:
- Current site assessment
- Migration planning
- Zero-downtime transfers where possible
- Testing and validation
- Post-migration support
Q: Do you work with existing hosting?
Section titled “Q: Do you work with existing hosting?”A: Cobalt primarily provides complete solutions including hosting, but can discuss hybrid arrangements for Enterprise clients.
Support Process
Section titled “Support Process”Q: How do I get support?
Section titled “Q: How do I get support?”A: Multiple easy access points:
- Email support team
- Call support line
- Use chat feature
- Submit support ticket
- Contact via website form
Q: What information should I provide when requesting support?
Section titled “Q: What information should I provide when requesting support?”A: Helpful information includes:
- Clear description of issue
- What you were trying to do
- Any error messages
- Screenshots if applicable
- When the issue started
Training and Documentation
Section titled “Training and Documentation”Provided Training
Section titled “Provided Training”- CMS usage training
- Content update procedures
- Basic troubleshooting
- Best practices guidance
- Security awareness
Documentation Access
Section titled “Documentation Access”- User guides
- Video tutorials
- Knowledge base articles
- Best practices documentation
- FAQ resources
Issue Resolution Process
Section titled “Issue Resolution Process”Standard Process
Section titled “Standard Process”- Issue Reported: Via phone, email, or chat
- Initial Response: Within minutes to an hour
- Assessment: Technical review of issue
- Resolution: Fix implemented or guidance provided
- Verification: Confirm issue resolved
- Follow-up: Ensure satisfaction
Critical Issues
Section titled “Critical Issues”- Immediate escalation
- All-hands response
- Regular status updates
- Post-resolution analysis
Proactive Support
Section titled “Proactive Support”Monitoring Services
Section titled “Monitoring Services”- 24/7 system monitoring
- Performance tracking
- Security scanning
- Uptime monitoring
- Resource utilization tracking
Proactive Actions
Section titled “Proactive Actions”- Automatic updates
- Security patches
- Performance optimization
- Capacity planning
- Threat prevention
Contact Information
Section titled “Contact Information”Getting in Touch
Section titled “Getting in Touch”To contact Cobalt Web Technologies for support or questions:
- Visit the contact page at /contact/
- Available via phone, email, and chat
- Response within minutes to an hour
- Friendly, knowledgeable team ready to help
When to Contact Support
Section titled “When to Contact Support”- Technical issues
- Questions about services
- Billing inquiries
- Feature requests
- General consultation
- Emergency situations