1. Support Overview
OM Digital LLC is committed to providing exceptional support to all clients. Whether you need technical assistance, have questions about your services, or require help with your project, our support team is ready to assist you.
2. Support Channels
We offer support through the following channels:
2.1 Email Support (Primary)
- Support Email: support@omdigital.cc - For technical issues, service inquiries, and ongoing project support
- General Email: contact@omdigital.cc - For general inquiries, new project requests, and business questions
2.2 Scheduled Calls
For complex issues or project discussions, we can arrange scheduled video or phone calls. Please contact us via email to arrange a convenient time.
3. Support Hours
Our standard support hours are Monday through Friday, 9:00 AM to 5:00 PM Mountain Time (MT), excluding U.S. federal holidays. We strive to respond to all inquiries within one business day during these hours.
For clients on maintenance and monitoring subscriptions, extended support hours may be available as outlined in your service agreement.
4. Response Time Expectations
4.1 General Inquiries
- Initial Response: Within 1 business day
- Resolution Target: Varies based on complexity
4.2 Technical Support (Active Projects)
- Critical Issues: Within 4 hours during business hours
- High Priority: Within 8 hours during business hours
- Medium Priority: Within 1 business day
- Low Priority: Within 2 business days
4.3 Maintenance & Monitoring Subscriptions
- Critical Outages: Within 2 hours, 24/7
- Major Issues: Within 4 hours during business hours
- Routine Matters: Within 1 business day
See our Service Level Statement and Maintenance & Monitoring Policy for detailed information.
5. What to Include in Your Support Request
To help us assist you quickly and effectively, please include:
- Subject Line: Clear, descriptive summary of the issue
- Project Name: The name of your project or service
- Issue Description: Detailed description of the problem or question
- Steps to Reproduce: For technical issues, steps to recreate the problem
- Screenshots/Files: Any relevant screenshots, error messages, or files
- Urgency Level: Critical, High, Medium, or Low priority
- Expected vs. Actual Behavior: What should happen vs. what is happening
6. Support Scope
6.1 Included Support
- Technical assistance with services we've delivered
- Questions about your project or service
- Bug fixes for issues in our delivered work
- Guidance on using features we've implemented
- Account and billing inquiries
- Documentation and resource requests
6.2 Out of Scope
The following may require additional service agreements or be billed separately:
- New feature development
- Modifications to previously delivered work
- Training on third-party tools or platforms
- Issues caused by client modifications or third-party integrations
- Support for services not provided by OM Digital LLC
- Extensive consulting beyond basic support
7. Emergency Support
For clients with active maintenance and monitoring subscriptions, emergency support is available 24/7 for critical issues affecting production systems or causing significant business impact.
Emergency Contact: Email support@omdigital.cc with "URGENT" or "CRITICAL" in the subject line.
Emergency support is defined as issues that cause:
- Complete service outage
- Loss of critical functionality
- Security breach or vulnerability
- Data loss or corruption
- Significant revenue or business impact
8. Support for Different Service Types
8.1 Website Development Projects
- During Development: Ongoing support via email and scheduled check-ins
- Post-Launch: 30 days of complimentary bug fix support
- After 30 Days: Available through maintenance subscription or billable hours
8.2 Maintenance & Monitoring Subscriptions
- 24/7 Monitoring: Proactive issue detection and alerts
- Priority Support: Faster response times for all issues
- Monthly Reports: Regular status updates and performance metrics
- Routine Updates: Security patches and minor updates included
8.3 One-Time Services
- Project Completion: Support during final review and handoff
- Documentation: Detailed documentation provided
- Follow-Up: Reasonable questions answered post-delivery
- Ongoing Support: Available through new service agreement
9. Self-Service Resources
We encourage clients to explore our available resources before submitting a support request:
- Documentation: Project-specific documentation provided with delivery
- Policy Pages: Review our Terms of Service, Service Level Statement, and other policy pages
- FAQs: Common questions answered in project documentation
- Knowledge Base: Technical guides and best practices (when available)
10. Billing and Account Support
For questions about billing, invoices, payments, or your account:
11. Data and Privacy Support
For questions about data protection, privacy, GDPR rights, or data deletion:
12. Technical Issue Troubleshooting
Before submitting a technical support request, please try these basic troubleshooting steps:
- Clear Cache: Clear your browser cache and cookies
- Try Different Browser: Test in a different browser (Chrome, Firefox, Safari)
- Check Internet: Verify your internet connection is stable
- Try Incognito: Test in private/incognito mode
- Update Browser: Ensure your browser is up to date
- Review Documentation: Check any provided documentation
If the issue persists after these steps, please contact support with details about what you've tried.
13. Escalation Process
If you feel your support request isn't being resolved satisfactorily:
- Reply to Thread: Continue the email conversation with additional details
- Request Escalation: Ask for your issue to be escalated in your email
- Management Review: Management will review escalated cases within 24 hours
- Direct Contact: For urgent escalations, email contact@omdigital.cc with "ESCALATION" in subject
14. Support Limitations
Please note the following limitations:
- Support is provided in English only
- Remote access to your systems requires prior arrangement and authorization
- We cannot provide support for services we did not develop or deploy
- Third-party service issues must be addressed with those providers
- Support hours exclude U.S. federal holidays
- Response times are targets, not guarantees (except where contractually specified)
15. Feedback and Improvement
We value your feedback on our support services. After resolving your issue, we may request feedback to help us improve. You can also provide unsolicited feedback at any time by emailing contact@omdigital.cc.
16. Contact Information Summary
Last Updated: November 20, 2025
For questions about this support page or to request assistance, please contact us at
support@omdigital.cc.