Support Policy
Below are some tips to ensure that our small team is able to move your request along efficiently.
Availability & Emergencies
Our team is generally available Monday-Friday, 8am PST to 5pm PST, excluding all federal holidays, and we strive to respond to emails or support requests within 2 business days. If you have an emergency support request (outside of our business hours), please text “EMERGENCY” to (323) 645-4218 and we will reply as soon as we are able. Note that this should be reserved for emergencies only (for example, if your website is offline or not working).
How to Request Support via Email
To submit a new support request, email support@getvalerian.com with the details.
Please keep all updates about your request in a single email thread. Avoid creating new threads or forwards; this helps to ensure that all information about the request is documented and available in one place so nothing gets missed.
Take your time to gather all your feedback and try to send everything through in one email instead of multiple ad-hoc messages every time something else comes to mind. Otherwise, it is very easy to miss a thread and go through another round of revision.
If you have a new support request, please create a new email thread vs. replying to an existing one. This will keep the requests separate and make it possible for us to ensure each is fulfilled properly.
Billing
We bill hourly for content, design, or functionality changes. This fee also applies to any support or training requested outside of the Knowledge Base or existing videos in your client portal training library. We can estimate how long a request will take once it’s received and confirm you’d like to move forward before we begin.
Retainers
Our support retainers are built as a proactive partnership and safety net for your business. You can learn more about the options here. If you have a retainer with us, we’ll keep you updated as we near the hours each month so that you can prioritize your requests.
Support Blocks
If you aren’t on a retainer with us, you can purchase prepaid blocks of support in increments of 2 hours. These hours are based on our team’s availability and often have longer resolution time. If you want guaranteed access to our support, you’ll want to sign up for a retainer. If a request will take longer than 2 hours, we’ll let you know how many hours you will need to get started.
Downtime & Security
If there’s ever an uptime or security issue on your website, this will be resolved and is covered under your monthly maintenance plan, unless it is a result of a change from you or a third party.