When to Contact Us
- Something is broken - Your site is down, a page isn't loading, or a form isn't working.
- You need a change - Design updates, new pages, menu restructuring, or functionality additions.
- You're not sure how to do something - We're happy to walk you through any admin task.
- Security concern - You notice suspicious activity or unauthorized changes.
- Account management - Password resets, new user accounts, or permission changes.
How to Reach Us
- Email - Send a detailed message to your account manager's email address (provided during onboarding).
- Support Portal - If your plan includes access to our client portal, submit a ticket for tracked, prioritized support.
- Phone - For urgent issues, call your Moko Enterprises point of contact directly.
What to Include in Your Request
To help us resolve your issue quickly, please include:
- Your site URL - So we know which site you're referring to.
- What you were doing - The steps that led to the issue.
- What you expected - What should have happened.
- What actually happened - The error or unexpected behavior.
- Screenshots - A picture is worth a thousand words.
Response Times
We prioritize requests based on severity:
- Critical (site down, security breach) - Response within hours.
- High (broken functionality) - Response within 1 business day.
- Normal (content changes, questions) - Response within 2 business days.
- Low (feature requests, enhancements) - Scheduled into our regular maintenance cycle.