How we work
We manage all our requests through the ServiceDesk to ensure nothing gets lost. Our Developers are all allocated a group of customers so they gain a deep understanding of your website and business.
We use our corporate IT support experience to manage your requests in an organised way – it’s one of the things our customers love us for.
- Our online request management system keeps you in the picture
- We don’t charge by the hour, but by 15m increments
- We have a fair usage policy for plan customers so for some quick requests you might not be charged at all
- All changes are estimated and approval requested before commencing
- Urgent fixes will be carried out without approval to avoid any delays
- Buying blocks of time attracts discounts and unused time remains held on account and can be used in the future
- Feel free to ask us anything. Advice is free, but detailed research will need time allocated for it
The aftercare from GorillaHub is just as good as the attention and support you get throughout the build. The slightest of issues or tweaks are dealt with almost immediately and nothing feels too much to ask of them.
I am so happy I chose GorillaHub for our website build and look forward to growing the website with them over the coming years.
I found working with Graham, Craig, Leah and the rest of the team enjoyable, Any questions or amendments I had within the details of the individual pages were answered/changed quickly and efficiently.
We are a new customer who’s new website has just been uploaded and have no worries about our future with GorillaHub in regards to further additions/amendments to our website.
I would not hesitate to recommend them further.
We’ve created our support TimeBank to make purchasing support simple and fast. There’s no quotes to approve and payments can be made instantly online.
All purchases can be seen in your My GorillaHub page and PDF receipts downloaded there too.
Any unused time is held on account and we’ll update your balance on completion of each request and shown in My GorillaHub.
TimeBank is a great way to manage larger requests but if you are more likely to need more frequent smaller requests, we recommend you look at our management plans which have support time included each month.
Any questions? – please get in touch and we’ll discuss your requirements and recommend an approach to suit your business.
We’ve made it super simple to get technical support – whether you are an existing customer or not.
1. Tell us what you need
Send in a request to the ServiceDesk. We’ll review in and come back with a plan or some follow up questions.
Be as detailed as possible to help us understand your requirements quicker. Screenshots and URL’s can really help here.
2. Review our solution
We’ll send you our solution and estimate the support time needed – so no surprises.
On approval we will schedule the work in.
If you do not have enough time in your Plan or TimeBank to cover the work we’ll ask you to purchase some hours to cover the time needed.
3. We deliver your work
We’ll let you know once work is underway and keep you updated on progress. You can see the state of your request at any time and the latest updates through the ServiceDesk.
For Changes we normally present them for your approval on your Staging Site before deploying on your Live site.
We’ll then tell you how much Support Time was used and ask to close your request.
Want to talk?
If you are not 100% clear on what you need, please drop us a line so we can chat with you first.