Support

Client Support Portal — Sites by Sara

Client Support Portal

Submit a ticket for fast, tracked assistance.

All support inquiries must go through this portal so every request is logged with a timestamp, routed to the right specialist, and fully tracked from submission to resolution.

Why Submit Through This Form

Instant queue logging — your ticket enters our development queue immediately with a timestamp, so nothing slips through email or voicemail.
Accurate diagnostics upfront — the form captures URLs, error details, and device info so engineers can act without back-and-forth delays.
Full documented history — every fix and communication is tied to your site's record for complete transparency.

Response Window (Mountain Time)

Mon – Fri: 8:00 AM – 8:00 PM
Sat – Sun: 12:00 PM – 4:00 PM

WHAM maintenance clients receive priority queue placement.

Site Down or Hacked?

Submit this form immediately and select Urgent in the priority field. High-priority tickets trigger instant alerts to our on-duty engineers.

Submit a Portal Ticket

Please complete the support form below. A Sites by Sara representative will review your ticket and reach out promptly.

Rapid Portal Triage

Active ticket screening 7 days a week during operational windows.

19+ Years Experience

Award-winning Utah web agency serving businesses since 2007.

WHAM Plan Priority

Clients on active retainer maintenance receive front-of-line queuing.

Documented Ticket Trail

Every request logged and routed straight to the right developer.

Portal Workflow

How Portal Requests Are Handled

Our organized ticketing workflow ensures every client request is tracked, triaged, and resolved efficiently.

Submit Ticket

Provide details about the issue or requested update via the form above, including URLs and any error notices.

Triage & Assessment

Our technical team reviews your request, verifies site access, evaluates urgency, and plans the fix.

Fix & QA Testing

We implement the fix or update safely, testing responsiveness and performance to prevent regressions.

Verification & Close

We notify you with a clear recap of what was resolved and confirm that everything is functioning perfectly.

Client FAQs

Client Support Portal FAQs

Answers to common questions about using our client portal, ticket turnaround times, and maintenance coverage.

How quickly will my support portal ticket be addressed? +

Support requests are reviewed promptly during our active operating hours: Monday through Friday from 8:00 AM to 8:00 PM MT, and Saturday through Sunday from 12:00 PM to 4:00 PM MT. Clients on active WHAM maintenance plans receive priority ticket queuing.

What information should I include in my support ticket? +

To help us diagnose and fix issues quickly, please provide your website URL, a clear description of the issue or update required, exact error messages or screenshots, and mention any recent plugins, themes, or credentials updated.

Is technical support included in my maintenance plan? +

Yes. If your site is covered under one of our WordPress Hosting and Maintenance (WHAM) packages, routine updates, core security patches, backups, and routine maintenance assistance are included. Larger custom coding or site overhauls can be handled via our Hourly Dev Blocks or project retainers.

What if my website is completely offline or hacked? +

If your site is experiencing critical downtime or a severe security compromise, please submit this form immediately and select Urgent in the urgency field. High-priority tickets automatically alert on-duty engineers for immediate triage.

Can I request new features or design changes through this portal? +

Yes. You can use this portal form to submit requests for new pages, layout adjustments, ecommerce updates, or plugin integrations. We will evaluate the scope and provide a quick estimate or confirm execution.

What helps when submitting a portal ticket:

1 Exact URLs where the issue or update occurs
2 Screenshots or verbatim copy of any error notices
3 Device and browser type where the issue was observed
4 Any recent login, hosting, or plugin changes