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We believe in our product & services and are happy to provide support for it. We want to help our customers make their sites faster by using our plugin and we are genuinely committed to solving their problems with W3SpeedUp.
We believe in mutual respect and take a collaborative approach to resolve issues related to W3SpeedUp.
We are available to help you out from Monday to Friday, from 10:00 AM to 05:00 PM CST. There will be some days of the year when we are completely closed or with minimal staff due to holidays that are celebrated by a majority of our team, such as Diwali & Christmas.
Our average first response time is typically less than 24 hours. This could vary depending on ticket volume, minimal staff due to national holidays, company events, or other reasons like government regulations or the Act of God.
But rest assured sooner or later we do reply to every ticket that we receive!
Our team is remote and distributed “across the globe”. Therefore timings of our response to your ticket may vary depending upon the country of our Website Optimization Expert due to the varying time zone from your time zone. But you shall certainly get a response ASAP. We humbly request you to please be patient with your ticket query.
We love our job, but we do sleep and take rest like normal humans, like yourself.
Support is mostly intended to help with specific issues, but we can do full plugin configuration from scratch or custom development. If that’s what you would like, we have expert developers on board who will be glad to help you out and implement your idea.
We can help you out with all kinds of issues, such as general performance issues, server-specific issues, or those caused by third parties. We will also provide you some tips and directions in those cases.
Being a client-oriented and quality deliverance company we also provide our clients with one-on-one support with our expert developers depending on the needs and requests of our clients over Email, Skype, and Calls.
In most cases where the issue seems specific and simple to our experts, we request your WordPress/Shopify and FTP access to investigate & install. We recommend the best practices even better than our top competitors all around the globe:
Support is provided with the following expectations which apply to both customers and W3SpeedUp experts:
We do not have issues fixing any sort of website with any sort of content on it, but please, kindly let us know if your site has adult content, so we can be aware of what we may be looking at. Our support executives and developers do possess the right to conscientiously refrain from working on sites with adult content if they are uncomfortable with the content. While we will try to find an expert to help you, depending on the content, that may or may not be possible.
We reserve the right to refuse, refrain, and limit our services (our licensing, support, and any affiliated services or product) to any individual or organization at our sole discretion. In rarest of the rare cases where we may refuse, refrain, or limit our services, it may be due to the pretext of the content of the sites with any form of hate speech/discrimination, adult sites with extremely graphic/disturbing content, or sites that may have malware/viruses.
Diversity, equality, equity, respect, and politeness are part of our company culture and we simultaneously reserve the right to ensure our services are never used in a way that would promote hate, violence, racial, or any other form of intolerance or user/public disturbance.
Now let’s work together to make the web faster and advance the technological evolution.