How is support billed?
Clients without an active support plan may still request assistance. Non-support-plan requests are billed at an hourly support rate of $200 per hour....
What happens if my issue requires additional work or billing?
If a request falls outside your current scope, we’ll notify you, provide recommendations, and outline next steps before any additional work begins—no ...
Do you offer documentation or training support?
Yes. We can provide documentation, walkthroughs, or training sessions for systems we build, depending on your agreement or upon request.
Can I request performance or security reviews?
Absolutely. Performance tuning, security reviews, and system audits can be requested through support and may be handled as part of your ongoing servic...
Will I be notified when my ticket is updated or resolved?
Yes. You’ll receive updates via the support portal and email notifications when there are responses, progress updates, or resolutions.
How do you handle bugs vs. enhancements?
Bugs related to existing functionality are prioritized and resolved through support. Enhancements or new functionality may require scoping and approva...
Do you provide AI model training or prompt optimization?
Yes. We support AI workflow optimization, prompt engineering, model integrations, and performance tuning for systems we’ve built or manage.
Can you help with third-party tools or platforms?
Yes, we regularly support integrations with third-party tools (CRMs, APIs, automation platforms, payment processors, etc.), as long as they are part o...
What is considered out of scope for support?
Out-of-scope items typically include new systems, major redesigns, third-party platform changes beyond our control, or work not covered in your agreem...
Do you offer ongoing support or only project-based support?
We offer both. Some clients are supported through active retainers or maintenance plans, while others receive support tied to completed projects or sc...
What qualifies as an urgent or critical issue?
Urgent issues typically include system outages, broken production workflows, revenue-impacting bugs, or security concerns. Non-urgent requests include...
What is your typical response time?
Response times depend on your support tier and the nature of the request. Most tickets receive an initial response within 1 business day , with urgen...
What information should I include in my support ticket?
Please include a clear description of the issue or request, links or screenshots (if applicable), expected behavior vs. actual behavior, and any recen...
How do I submit a support request?
Paid clients can submit a ticket directly through this support portal or email us at support@ghostengr.com . Tickets submitted through the portal are...
What types of services do you support?
We support AI automations, custom software development, web applications, integrations, workflows, APIs, websites, performance optimizations, and ongo...
What do I do if my website is down?
Customers can submit a support ticket through the support portal (here) or email the designated support address. Please include your website URL, a de...