Technical Support - Soporte Técnico

Get the help you need with Mediaweb's comprehensive support system, from self-service resources to direct assistance from our expert team.

Support Overview

Mediaweb offers multiple levels of support to ensure you get the help you need, when you need it. Our support system is designed to provide quick solutions for common issues while offering personalized assistance for complex problems.

Support Philosophy

Our support approach is built on three pillars:

1. Self-Service First: Comprehensive resources for immediate solutions
2. Community Support: Peer-to-peer assistance and knowledge sharing
3. Expert Assistance: Direct access to our technical support team

Support Channels by Plan

Alpha Plan (Free) - Community Support

Available Resources:

• Comprehensive knowledge base
• Video tutorials and guides
• Community forums
• FAQ sections
• Self-help troubleshooting tools

Response Expectations:

• Self-service resources available 24/7
• Community forum responses within 24-48 hours
• No direct support ticket system
• Best-effort assistance from community

Starter Plan ($9/month) - Email Support

Available Resources:

• All Alpha plan resources
• Priority email support
• Enhanced documentation
• Faster community response priority

Support Features:

• Direct email support tickets
• 24-hour response guarantee
• Personalized assistance
• Priority over free users
• Basic technical guidance

Pro Plan ($29/month) - Live Chat Support

Available Resources:

• All Starter plan resources
• Live chat support during business hours
• Phone support for urgent issues
• Screen sharing capabilities
• Dedicated account management

Support Features:

• Real-time chat assistance
• 4-hour response guarantee
• Advanced technical support
• Priority queue for all channels
• Proactive account monitoring

Enterprise - Dedicated Support

Available Resources:

• All Pro plan resources
• Dedicated support representative
• Custom SLA agreements
• 24/7 emergency support
• On-site training options

Support Features:

• 2-hour response guarantee
• Direct phone line to support
• Custom integration assistance
• Priority feature requests
• Quarterly business reviews

How to Contact Support

Email Support (Starter & Pro Plans)

When to Use:

• Non-urgent technical issues
• Account and billing questions
• Feature requests and feedback
• Documentation clarifications

How to Contact:

1. Go to Help & Support in your dashboard
2. Click "Contact Support"
3. Fill out the support form
4. Include all relevant details
5. Submit and receive ticket number

Response Times:

• Starter Plan: 24 hours
• Pro Plan: 4 hours
• Enterprise: 2 hours

Live Chat Support (Pro & Enterprise)

When to Use:

• Urgent technical issues
• Real-time troubleshooting
• Quick questions during work
• Immediate assistance needed

How to Access:

1. Look for chat widget in dashboard
2. Click "Start Chat" button
3. Provide brief issue description
4. Connect with support agent
5. Share screen if needed

Availability:

• Monday-Friday: 9 AM - 6 PM (your timezone)
• Weekend: Limited availability
• Holiday schedule posted in advance

Phone Support (Enterprise Only)

When to Use:

• Critical system issues
• Emergency situations
• Complex technical problems
• Urgent business needs

How to Access:

• Dedicated phone number provided
• Direct line to senior support
• 24/7 availability for emergencies
• Escalation to engineering team

Preparing for Support Contact

Information to Gather

Account Information:

• Your account email address
• Current subscription plan
• Account creation date
• Recent billing information

Technical Details:

• Operating system and version
• Browser type and version
• Device type (desktop, mobile, tablet)
• Internet connection type

Issue Description:

• When the problem started
• What you were trying to do
• Exact error messages
• Steps you've already tried

Supporting Materials:

• Screenshots of the issue
• Screen recordings if applicable
• Browser console errors
• Network connectivity tests

Writing Effective Support Requests

Subject Line Best Practices:

• Be specific and descriptive
• Include key details
• Mention urgency level
• Use clear, professional language

Good Examples:

• "Unable to publish website - Error 500 on save"
• "Social media integration failing for Instagram"
• "Custom domain SSL certificate not activating"

Poor Examples:

• "Help!"
• "Website broken"
• "Not working"

Message Body Structure:

1. Brief Summary: One sentence describing the issue
2. Detailed Description: Step-by-step account of the problem
3. Expected Behavior: What should happen normally
4. Actual Behavior: What's happening instead
5. Steps Taken: What you've tried to fix it
6. Impact: How this affects your work

Screenshot and Recording Guidelines

Effective Screenshots:

• Capture the entire relevant area
• Include error messages completely
• Show browser address bar if relevant
• Use annotations to highlight issues

Screen Recordings:

• Keep recordings under 5 minutes
• Show the problem step-by-step
• Include audio narration if helpful
• Use common formats (MP4, MOV)

Tools for Capture:

• Built-in screenshot tools
• Browser developer tools
• Screen recording software
• Mobile device capture features

Self-Service Resources

Knowledge Base

Comprehensive Articles:

• Getting started guides
• Feature documentation
• Troubleshooting steps
• Best practices
• Video tutorials

Search Functionality:

• Keyword search across all articles
• Category browsing
• Popular articles section
• Recently updated content

How to Use Effectively:

1. Start with specific keywords
2. Try different search terms
3. Browse related categories
4. Check video tutorials
5. Look for recent updates

Video Tutorials

Available Content:

• Platform overview videos
• Feature-specific tutorials
• Step-by-step walkthroughs
• Best practices demonstrations
• Troubleshooting guides

Tutorial Categories:

• Getting Started (5-10 minutes each)
• Advanced Features (10-20 minutes each)
• Troubleshooting (5-15 minutes each)
• Tips and Tricks (3-5 minutes each)

FAQ Section

Common Topics:

• Account setup and management
• Billing and subscription questions
• Technical requirements
• Feature limitations
• Integration capabilities

Updated Regularly:

• New questions added weekly
• Answers refined based on feedback
• Seasonal updates for common issues
• Platform changes reflected quickly

Community Support

User Forums

Forum Categories:

• General Discussion
• Technical Help
• Feature Requests
• Showcase Gallery
• Tips and Tricks

Community Guidelines:

• Be respectful and helpful
• Search before posting
• Provide detailed information
• Follow up on solutions
• Help others when possible

Getting the Most from Forums:

1. Use descriptive titles
2. Provide context and details
3. Include screenshots when helpful
4. Respond to follow-up questions
5. Mark solutions when found

Community Experts

Recognized Contributors:

• Experienced users with badges
• Verified expertise in specific areas
• Regular helpful contributions
• Trusted by community and staff

Expert Specializations:

• Design and styling
• Technical integrations
• Social media optimization
• SEO and marketing
• Business strategy

User Groups and Events

Virtual Meetups:

• Monthly user group meetings
• Feature announcement sessions
• Q&A with product team
• User success stories

Educational Webinars:

• Best practices sessions
• New feature training
• Industry trend discussions
• Guest expert presentations

Escalation Process

When to Escalate

Appropriate Escalation Triggers:

• Issue not resolved within SLA timeframe
• Technical problem beyond first-level support
• Account security concerns
• Billing disputes requiring management review
• Feature requests needing product team input

Escalation Levels

Level 1 - Front-line Support:

• General questions and common issues
• Account management assistance
• Basic technical troubleshooting
• Documentation and guidance

Level 2 - Technical Specialists:

• Complex technical problems
• Integration and API issues
• Advanced feature configuration
• Performance optimization

Level 3 - Engineering Team:

• System-level issues
• Bug reports and fixes
• Custom development needs
• Architecture consultations

Management Escalation:

• Service level agreement violations
• Billing and contract disputes
• Strategic partnership discussions
• Executive-level concerns

Escalation Process

1. Initial Request: Submit through normal channels
2. First Response: Receive acknowledgment and ticket number
3. Troubleshooting: Work with support agent on solutions
4. Escalation Request: Ask for escalation if needed
5. Review: Management or specialist reviews case
6. Resolution: Final solution or explanation provided

Support Quality and Feedback

Service Level Agreements (SLAs)

Response Time SLAs:

• Alpha: Best effort (community-driven)
• Starter: 24 hours for email
• Pro: 4 hours for all channels
• Enterprise: 2 hours with 24/7 availability

Resolution Time Goals:

• Simple issues: Same day
• Complex issues: 2-3 business days
• System issues: 4-6 hours
• Critical emergencies: 1-2 hours

Feedback and Improvement

Feedback Collection:

• Post-resolution surveys
• Regular satisfaction polls
• Feature request tracking
• Community feedback sessions

Continuous Improvement:

• Monthly support metrics review
• Agent training and development
• Process optimization
• Technology upgrades

Quality Assurance:

• Random ticket reviews
• Customer satisfaction monitoring
• Response time tracking
• Resolution quality assessment

Support Best Practices

For Users

1. Be Prepared: Gather information before contacting support
2. Be Specific: Provide detailed, accurate descriptions
3. Be Patient: Allow time for thorough investigation
4. Be Responsive: Reply promptly to follow-up questions
5. Be Appreciative: Acknowledge helpful assistance

For Complex Issues

1. Document Everything: Keep records of all communications
2. Test Thoroughly: Try suggested solutions completely
3. Provide Feedback: Report on solution effectiveness
4. Share Knowledge: Help others with similar issues
5. Stay Updated: Monitor for related announcements

Emergency Support

What Constitutes an Emergency

Critical Issues:

• Complete service outage
• Data loss or corruption
• Security breaches
• Payment processing failures
• Legal compliance issues

Non-Emergency Issues:

• Feature requests
• General questions
• Minor bugs or glitches
• Training needs
• Cosmetic problems

Emergency Contact Process

For Pro and Enterprise Customers:

1. Use live chat for immediate response
2. Mark issue as "Urgent" or "Critical"
3. Provide detailed impact assessment
4. Include contact information for callbacks
5. Stay available for immediate follow-up

Emergency Response:

• Immediate acknowledgment
• Senior support agent assignment
• Regular status updates
• Escalation to engineering if needed
• Post-resolution follow-up

International Support

Global Coverage

Time Zone Support:

• North America: 24/7 for Enterprise
• Europe: Business hours coverage
• Asia-Pacific: Limited hours
• Other regions: Email support

Language Support:

• Primary: English
• Secondary: Spanish (limited)
• Translation tools available
• Community support in multiple languages

Cultural Considerations

Communication Styles:

• Professional and friendly tone
• Clear, simple language
• Cultural sensitivity training
• Respect for different business practices

Conclusion

Mediaweb's support system is designed to help you succeed with your portfolio website. Whether you need quick answers from our knowledge base, community assistance from fellow users, or direct help from our expert team, we're here to ensure you have the support you need.

Remember that the best support experience starts with clear communication and thorough preparation. By providing detailed information and following our guidelines, you'll receive faster, more effective assistance.

Don't hesitate to reach out when you need help – that's what we're here for. Your success is our success, and we're committed to providing the support you need to create amazing portfolio websites with Mediaweb.