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What are your usual response and resolution times (SLA)?

It depends on the ticket, but in general, 2-6 hour reply time & 24-48 hour resolution time

We get a lot of questions about response and resolution times here at WP Buffs! Here's the most honest answer we can give you: it depends on the ticket.

This is why we don't have an official SLA, just a general timeline for when edits should be completed based on a few factors.

If you want access to priority support, that's included in our Perform Plan (or higher.)

How website edits work

  1. When you email a support ticket (or submit it in your ticketing dashboard), you will receive an automated response right away if it is submitted correctly into our system.
  2. Within 2-6 hours you will receive a manual response email from our team that we have opened the ticket, have assessed the request complexity and are actively working on it.
  3. Within 24-48 hours you will receive a resolution email with the changes made as a result of that ticket or request. 

Factors that can affect this timeline

  • Our team only performs one edit request at a time. This is to make sure conflicts are never created in your site from 2 changes being made at once! That means if you submit 5 edit requests at one time, we'll handle them one-by-one. This just means you'll need to be a bit patient as we work our way through your multiple simultaneous requests.
  • If you send in a request that's high-complexity, it also may take our team longer to address it. We pride ourselves on doing work quickly, but even more on doing safe, diligent work. More complicated requests also require some patience on your end as we effectively tackle it for you. If a ticket is complex and our team needs more time, we'll let you know if it is outside of that 48 hour window. 

Ways you can help our team be more efficient

  • Sometimes we need additional information or direct feedback from you to move a request forward. If you receive an email that requires additional information, please reply to it as soon as possible so our team can continue working on your request!
  • Because we don't offer phone or livechat support, please use the resources we've included here to make sure your edit requests are as detailed as possible.

Next steps