Support FAQ

To initiate a support ticket send an email to support@mile6.com with a detailed description of your question or issue including any related screenshots or images. All correspondence between you and the Mile6 team will take place within that email thread until resolution.

While we are a remote company, our team’s typical working hours are 9:00am-5:00pm EST. Mile6 promotes a healthy work/life balance for our team, and is not available after hours, on holidays, or weekends. Mile6 observes all major holidays.

Here are some typical turnaround times so you know what to expect when using our support services:

• Small requests (1-4 hours of work) – 1 to 3 business days.
• Mid-sized requests (4-8 hours of work) – 3 to 5 business days
• Larger requests (8-16 hours of work) – 5 to 8 business days

It takes 1-2 business days to respond to an email request, depending on the volume of requests we receive.

After hours and overnight requests, including those that are urgent, will be seen the following business day.

Mile6 does not provide estimates within the support channel. To increase and maintain the support channel’s high level of efficiency we aim to receive and resolve tickets as quickly and effectively as possible. If you have a specific deadline that we could assist you in meeting, please inform the support channel upon ticket submission. If you hold a Support Agreement with Mile6, please refer to your agreement for your shorter turnaround times.

Tasks often require multiple experts on our team to assist and troubleshoot, which does take coordination & time from our project managers.
You could expect any combination of the following to work on your task/request:

• Project Management Team
• Client Success Team
• Digital Product Support Team
• Website Design and Development Team

We ask that you not send multiple requests to different team members, using different mediums. All requests should be submitted through our support channel/email (support@mile6.com). We also ask that you keep all correspondence within the original email request and not start new email chains pertaining to a single task.

The Mile6 team wants to ensure a smooth resolution and also asks that you keep us up to date on any changes that may occur during your request and please respond to the Mile6 Team throughout the completion of your task.

Urgent and emergency ticket requests will be charged at $250 per hour. Urgent requests take priority in our queue of requests and will be given top priority. To submit an Urgent request we ask that you note “URGENT” within the subject line of your email. Urgent requests will be addressed in the order in which they are received.

Time to complete a support ticket is billed in 15 minute increments. Our standard hourly rate is $150/hour ($250/hour for urgent requests).

• Your invoice reflects time spent working on your request(s). The subject line of the request sent to the Mile6 Support Team is used on the invoice to describe the work performed in the previous calendar month.
• The client who requests work is the responsible party and will be invoiced, unless alternate billing arrangements are made in advance.

• Invoices are sent within the first few days of a calendar month for time worked the previous month.
• At times, tasks can span more than one month and will appear on multiple invoices if the work spans more than one month. Time is only billed once.

Payment terms on all invoices are net 21 days from invoice date. A monthly finance charge of 1.5% is applied to invoices that are more than 30 days past due.

Mile6 has three easy to use payment options!

• Credit card payments – for invoice payments under $2,500, feel free to pay with a credit card on our secure online bill pay page: https://mile6.m6dev.site/online-bill-pay/
• ACH payments – for ACH payments in any amount, use your bank account and our secure online ACH bill pay page: https://melio.me/mile6llc
• For check payments, please mail payment to: Mile6, LLC, PO Box 189, Elizabethtown, PA 17022

Please contact billing@mile6.com for issues with any of our payment options or to request a W-9.

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• Mile6 provides dedicated web hosting services (powered by WPEngine) to websites that are built by Mile6.
• We offer standard hosting by Mile6 as well as Managed WordPress Posting (MWP).
• If you are not signed up for either of those services, your site is likely hosted by a third party.
• Should you need assistance identifying this, please submit a support request and the Mile6 team will provide any information available.

• MWP – Managed WordPress
• ACF – Advanced Custom Fields
• CPT – Custom Post Types
• DNS – Domain Name Servers; often referred to in the context of updating where your website domain name is pointing
• GSA – Growth Support Agreement
• PMA – Product Management Agreement
• SLA – Service Level Agreement
• SPF, DMRK, DKIM – usually having to do with DNS records tied to your website sending emails
• QA – Quality Assurance
• Dev Site – development site environment where testing takes place before moving changes to the live site environment
• Production/Live Site – Live environment where all approved changes will appear to public users
• Plugin – a piece of software that adds new features or extends functionality on an existing application