Need help with something
we already support?
This page is for existing NEON SNOW clients needing assistance with a website, hosting environment, platform, plugin, integration or other supported service.
Tell us what is happening and give us enough context to begin triage quickly.
Start with the area that is affected.
Your support arrangement and included scope are governed by your Service Order, but these are common reasons existing clients contact us.
Website or WordPress Issue
Page errors, broken functionality, plugin issues, display problems, content problems or unexpected behaviour.
Hosting or Availability
Website availability, hosting behaviour, DNS related issues, performance concerns or environment access.
Plugin, Portal or Platform
Application errors, user access issues, workflow problems, portal functionality or supported custom software.
Suspected Security Incident
Unexpected access, malicious activity, compromise, suspicious behaviour or an active confirmed security incident.
Content or Planned Change
Content updates, advice, configuration changes or a planned enhancement covered by your support arrangement.
Something New?
If you need a new website, major enhancement, new integration or a separate project, start a project conversation instead.
Give us enough context to start triage.
The clearer the request, the faster we can understand what is affected and what needs to happen next.
Help us understand the business impact.
You can indicate the priority you believe applies. NEON SNOW will confirm the priority during triage based on impact, users affected, security risk, available workarounds and the services included in your support arrangement.
Your contracted response and restoration targets remain those in your Service Order and selected plan.
Essential service unavailable
Examples include a website being unavailable, checkout being unavailable or an active confirmed security incident.
Major function affected
A significant function is unavailable or seriously degraded and is creating material business impact.
Non-critical defect
An isolated function or defect is affected but the broader service remains operational.
Planned change or advice
A content change, advice request or planned enhancement rather than an active service defect.
A clear path from request to resolution.
Some issues can be resolved quickly. Others may require access, third-party action, deeper investigation or a separately approved change. We will keep the request focused on the next practical step.
We receive the issue.
Your request gives us the affected service, impact and enough context to begin.
We confirm what is happening.
We review impact, scope, security risk, workarounds and whether additional information or access is needed.
We restore or move the issue forward.
This may involve remediation, configuration, a workaround, vendor action or identifying a separately scoped change.
We keep you informed.
You receive the relevant status, action required or next step based on the nature of the issue.
Support is not only what happens after something breaks.
Depending on your selected service plan, support may include monitoring, WordPress maintenance, routine updates, security activities, backups, reporting and ongoing improvement.
Some maintenance activity may happen proactively before it becomes visible to users.
A few useful things before you submit.
What should I include in a support request?
How are priorities determined?
Does Priority 1 mean immediate permanent resolution?
What if I need a new feature?
Can I send passwords in the request?
Is after-hours support included?
Tell us what is happening. We will take it from there.
The fastest starting point is a clear description of the issue, the affected service and the business impact.