How to get help with your website

Applies to: all Rhythm Digital clients

If something needs changing, something looks wrong, or you're just not sure about something, we'd rather hear from you than have you wonder.

Email support@rhythmdigital.com.au

That's the address. One place, and it reaches the whole team rather than one person's inbox.

It matters more than it sounds. Emailing an individual means your request sits until they're back from leave or off a job site. Emailing support@ means it's logged, visible to everyone, and picked up by whoever is best placed to do it.

If you've already emailed someone here directly, don't worry, we'll bring it across. But support@ is the quickest way in.

What to include

The more of this you can give us, the more likely we can get straight into it rather than coming back with questions.

• Which page. Copy the web address from your browser if you can.
• What you'd like changed, or what's going wrong. Plain language is fine.
• What you expected to happen, if something isn't behaving.
• A screenshot if it's a visual problem. This one saves the most time by a mile.
• Any wording or images you want used.
• Whether it's tied to a date, like an event, a price change or a promotion ending.

You don't need to write it up formally. "The phone number on the contact page is the old one, should be 6766 1234" is a perfect support request.

What happens after you send it

Your email creates a support request that's logged against your business, so nothing relies on someone remembering. You'll get a reply from us in the same email thread, so you can just reply back and it stays together.

Behind the scenes the work is tracked through to completion, and we'll let you know when it's done.

How quickly we get to it

If you're on a hosting and support plan, these are the commitments in your agreement:

• We acknowledge your request within one business day. You'll know it's landed and who has it.
• Most standard updates are completed within three to five business days, depending on how complex the job is and what else is in front of it.
• Urgent issues are reviewed the same day during business hours. See What counts as urgent for what that covers.

Plenty of things are done well inside those windows, and small changes are often the same day. The timeframes are there so you know the outside edge rather than as a target we aim for.

If something has a deadline, tell us in your first email. A fortnight's notice makes almost anything achievable.

When we're available

We're here between 8:00am and 5:00pm, Monday to Friday, excluding NSW public holidays.

If something is genuinely broken outside those hours, still send it through. It'll be waiting first thing, and urgent issues get looked at ahead of everything else.

Before you email, one quick check

If your problem is that a change you made hasn't appeared, or your forms have stopped arriving, have a quick look at Something's wrong with my website: what to check first. There's a decent chance you'll solve it in two minutes without waiting on us.

Not sure if it's worth asking?

Ask. It's easier for us to say "that's a five minute job" than to unpick something later. There's no such thing as a silly question about your own website.