We are now using our Client Portal to handle all regular and emergency support requests.
Please read all instructions carefully in order to optimize our ability to support your issue.
If you do not have access to your Client Portal, please email us to gain access. Otherwise, please log in to the Client Portal here.
Making a Request
Once logged in, you can Make A Request.
Within the form, you can select from the following types of support requests:
- General Question
- Work Order (SEO)
- Work Order (Development)
- Support (Hosting/DNS)
- Support (Billing)
- Support (Custom Application)
- Support (One Page Checkout)
- Support (Affirm Integration)
- Support (Quote Builder)
- Support (Subscription Billing)
- *EMERGENCY SUPPORT*
Emergency Support
IMPORTANT: Emergency support requests are reserved for situations where your company’s BigCommerce site cannot conduct business solely due to a malfunction by an IntuitSolutions back-end application/customization, or, if your WordPress site is down for any reason (you will be reminded of these criteria on the Client Portal login page). Please note: THIS DOES NOT INCLUDE STYLING OR TEMPLATE ISSUES. We are not able to work directly on your site outside of normal business hours.
If you are sure your request is an emergency, select *EMERGENCY SUPPORT* from the dropdown, regardless of topic.
If you do not select *EMERGENCY SUPPORT*, your request will not reach the emergency response team and will not be addressed until the resumption of normal business hours.
After hours and on weekends, the estimated response time for an Emergency support request is approximately 1-2 hours. Please refrain from submitting additional requests once the initial request is submitted, as this will create confusion in our ticketing system and may lead to delays. Instead, append any details to this Issue by navigating to the Issues page of your Client Portal and Creating a Note on your ticket.
Note: If you don’t see your Issue listed, please wait a few minutes and check again (your Emergency Request should automatically convert to an Issue upon submission, but the system may take a few minutes to complete the conversion).
All Other Support and Work Order Requests
Select an option from the list and fill out the appropriate information.
Please note that a Work Order Request does not constitute a successfully created Work Order, but allows you to alert us of your interest and outline your ideas so that we can reach an agreement.
All non-emergency support requests (including Work Order requests) will only be addressed during regular business hours, with an estimated response time in 1 to 2 hours. Again, please refrain from submitting additional requests once the initial request is submitted, as this will create confusion in our ticketing system and may lead to delays. Instead, to append any details to this request, check both the Requests and Issues sections of your Client Portal for the ticket, and then create a new note (as non-emergency Requests are not automatically converted to Issues).