All DoJiggy subscriptions include the following methods of support:

Support Request Tickets

This is our primary means of providing support to our clients. Submitting a support request ensures your issue receives immediate attention and quick resolution by our dedicated in-house support team, while giving us the ability to accurately track and audit your request. If our technical support team needs to log-into your account for review, we will require that you submit a support request. Support requests can be filed from your administration area -> Help -> Submit Support Request.

Please do not submit multiple support requests regarding the same issue, as this does nothing but create confusion and slow down resolution. Existing requests (including all "closed" requests) can be easily updated (and/or re-opened) as needed. Once you have a case on file, please reference this case in all communications.

Support Request Severity Levels

All cases are screened for severity levels, and are assigned service priority based on the severity of the issue or request. DoJiggy will have final say on the severity level assigned to any request, as it impacts the allocation of development time and company resources. Please do not be offended if we change the severity of your requests based on our detailed review and assessment of an issue.

Support Hours and Response Times

Our technical support team is committed to providing superior support service, and is available Monday to Friday, 9am - 6pm Mountain Standard Time. We typically answer inquiries within a few hours, and within one to two business days at most.

Import Note: Please limit your responses to one topic per support request. You'll receive a faster and more accurate result.

While we will always try and provide support on most subjects where we have the expertise, our support is only provided in relation to the products and services supplied. It does not extend to topics including (but not limited to) domain management, custom HTML done by your programmers, legal or tax questions, etc.

Emergency and After Hours Support

Nights and Weekends phone: 888-436-1999 x900

Please call ONLY in case of a serious, after hours emergency that involves a server outage, website availability, payment gateway issue, security violation, or other serious problem. Leave a voice mail message, describing the nature of the emergency. A technical support representative will be paged and screen the case. If it is an emergency, they will return your call as soon as possible. Please use support requests for all other support related issues that are not of an urgent matter.

Knowledge Base

More than just FAQs, the DoJiggy Knowledge Base aims to help you answer your questions quickly and easily by providing a comprehensive resource of articles and advice relating to all aspects of our service.

Online Tutorials and Guides

Our collection of user guides and online tutorial videos help provide a better understanding of our services. We are constantly working to improve these guides.

Live Chat

Live Chat provides the ability for you to "talk" directly (via messenger style text) to a member of our support team. This method of support can be used for quick or simple queries, where we do not need to log into your account. You will be asked to submit a support request regarding your issue if we cannot help you immediately or if we need to log into your account. Live Chat is generally only available during office hours, 9 am - 6 pm MST.

Feature Requests

We are continuously adding new features to DoJiggy's products and services. DoJiggy services become better and better due to the suggestions, ideas, and requests we receive from our customers. We appreciate all feed back and suggestions, so please keep the ideas coming. Some of our best features are based on customer requests.

Because of the number of suggestions and feature requests we receive, and because of the challenges in scheduling software development, we cannot guarantee when or if a particular suggestion will be implemented.

Please be patient with us, and understand we cannot give you a date when a feature will be implemented, or even a commitment as to whether a feature will be implemented.

Phone Support

All support for DoJiggy products and services is provided online. We do not provide telephone support except for issues related to Sales and billing. We can answer some basic/general questions by phone, however, customers phoning DoJiggy for any issues relating to technical support will be kindly asked to submit a Support Request. You may contact phone support to add/update comments to an existing support request, ask that a support request be escalated, or for help creating a support request.

System Maintenance

We strive to make our network and online systems highly reliable and available. Toward this end, we must periodically bring down systems for service, software updates, repairs, routine maintenance and performance tuning.

While this work is essential, we also recognize that it presents an inconvenience for those of you who use our online systems. We will post notices of scheduled maintenance windows on this page, in the administration module, and by mailing list, at least 24 hours in advance of the maintenance period.

To receive system maintenance notices by email, please subscribe to the maintenance notices mailing list, by sending an email to maintenance-subscribe@techsupport-1.com.

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