The short answer
Use the support form for fixes, updates and general questions. Ask your project manager about timing, approvals and project status. Ask your Growth Manager or SEO lead, as named in your proposal, about strategy and results. Billing questions go in a billing ticket. If something is not resolved, you can ask for a leader.
The usual routes by question type
Every client has a named team, as described in the proposal, with a Growth Manager, a Project Manager and a Specialist. Names and roles are on our team page. The table below shows where each kind of question usually goes. If you are unsure, use the support form, and a person on our team will make sure it reaches the right desk.
| Your question | Where to take it | Why |
|---|---|---|
| Something is broken, a form fails, a page looks wrong | The support form | A ticket creates a record and reaches the people who fix it. |
| I want a text, image or page changed | The support form, as an update request | Updates are tracked as tickets so nothing is missed. |
| When will my project move to the next stage? Can I approve now? | Your project manager | They keep timing and approvals on track for your account. |
| Why did my numbers change? What is the plan for next month? | Your Growth Manager or SEO lead, as named in your proposal | They own strategy and the monthly report. |
| A charge, an invoice or a payment problem | A billing ticket through the support form | Billing has its own category so it reaches the right person quickly. |
| Plan terms, renewal, scope, ownership | Your proposal first, then your project manager | These are written in your proposal, and we keep them there. |
| I think my account has been hacked | The support form, marked urgent, first line | It needs a person immediately. See suspected hack. |
| I am not happy with something | Your project manager or Growth Manager, then a leader if needed | A named person takes ownership and fixes it. |
The support form: your default route
When in doubt, use the support form. It works for almost anything, and it creates a record that stays with the request. Each submission is one ticket, several tickets sent in the same session are merged into one, and the support team reviews each ticket and follows up. Never put a password in a ticket. We do not ask for them.
Choose the category that fits best. If none does, choose "Something else". A clear description matters more than a perfect category. One ticket per request has what to include.
Your project manager
Your project manager is your contact for anything about timing, approvals and the state of a project. Ask them what is outstanding, what comes next, whether a date has moved and what they need from you. If a deadline might slip, they tell you as soon as they know and explain why. Questions about what to send are also theirs. See what to send us.
If you are reviewing work, your project manager sends the preview link and receives your consolidated feedback. Approve work before launch explains the process.
Your Growth Manager or SEO lead
Strategy and results questions belong with the person named in your proposal for that role. That might be a Growth Manager or an SEO lead, depending on what you bought. They can explain what your monthly report means, why a number moved and what we are doing next. For help reading the report yourself, see read your monthly report. The overall model is described on the Growth Manager page.
Do not use this route for urgent fixes. A broken page needs a ticket, so that it is recorded and reaches the people who can act.
Billing
Charges, invoices and payment details have their own category on the support form, because they go to a different person. Start with ask about a charge or invoices and receipts. Anything about terms, renewal or ending a plan is written in your proposal, and we do not restate it in articles so that there is only one version.
How to escalate to a leader
Most things are resolved by the first person you ask. When one is not, you can go further. Our why Webtec page describes the route: talk to your project manager or Growth Manager first. If it is still not resolved, you can ask for a leader and you will get one.
- 1Tell your project manager or Growth Manager what is wrong, in writing, with specifics.
- 2Give them a fair chance to respond and fix it. A named person owns it until it is closed.
- 3If it is still not resolved, say so and ask for a leader. Include the ticket reference and a short summary of what has happened.
- 4Say what outcome would resolve it for you. That helps the leader aim at the right target.
Example: A clear escalation
A client's monthly report arrived with a figure that contradicted what she saw in her own analytics. She wrote to her Growth Manager with both screenshots and the question: "Why do these differ?" The answer explained the difference, but she was still unsure about one number. She replied: "I would like a leader to look at the second number. Ticket reference attached." The message gave the leader what they needed: the evidence, the history and the specific doubt. Why numbers differ explains the common causes.
When to ask us
If you are unsure whom to ask, ask through the support form. Choose "Something else", write one sentence about what you want to know and send it. A person on our team will route it. Include the project name if you have one, what you tried and any reference number. For timing questions, go to your project manager first.
