Basic Edits (CS Rep)
- basic changes can take up to 3-5 business days
- update my phone number, address, bio, hours, content
- secure form updates (Hushmail)
- Escalating a LVL 1 Case/CS Case
- Follow up with your Team Lead
- Review if client has multiple open cases
- combine them into 1 case if possible
- DON'T combine lvl 1 and lvl 3 cases
- cancel out cases you combined and note why
Advance Edits (Front-end Dev.)
When a Lvl 3 case has all the needed information to begin the case, it is flipped "ready for developer".
- Advance edits can take up to 10 business days or sooner
- contains layout restructure
- 3rd-party implementation
- Design change
- Color change
- Secure Form Setup (Hushmail)
- Escalating a LVL 3 Case
- email [email protected] to request escalations
- if approved, changes can take up to 5 business days
- if content/information is needed
- make sure to grab from the client
- add notes to the case
- this is the only way FEDs can begin the work