The guidelines for requesting assistance from BASE315
If you need our help to make changes to your site or to report a possible malfunction, you can send an email to support@base315.it.
BASE315 also guarantees remote assistance. To take advantage of this assistance you need to download Supremo, our Remote Assistance Software. Once you have downloaded the program, move the file to your desktop and then double click on it. This will open the program; if you are asked to update Supremo, confirm the request and proceed with the procedure. When the update is complete we will be able to connect to your computer.
Through this software we will be able to carry out assistance on PC, email configuration, web training courses, website management and much more.
If other communication channels are used, the support work will be less efficient and may fail in some cases. Therefore, please adhere to the following contacts and time slots.
How to send requests
When sending a maintenance request, try to be as precise as possible so that whoever receives the request for assistance immediately knows where and how to carry out the intervention. In this way you will help us to act promptly and we will not have to contact you to ask for more information, saving both of you precious time! This will also lead to savings on intervention costs: the shorter the operation time and, consequently, the less time you decrease your assistance hours.
Here are some tips for a correct request for intervention:
- in the subject of the email insert the request for intervention: an example could be “ Subject: request for intervention in the Name of the Site “;
- indicate the URL of the page to be modified: always indicate the name of the page of the site in which to make the change with the respective URL. Think that we have many customers and we manage sites of over 100 pages. Consequently, sometimes if the intervention does not do it who created the site it becomes difficult to trace the content indicated;
- indicate the exact section of the page: if the page is long and made up of many contents, we ask you to also indicate the exact section in which we must carry out the intervention. You can also attach a screenshot of the part to be modified if you deem it appropriate and as an example. For example, if it is a text block, please indicate the title of the paragraph to be modified;
- indicate the text to be changed: clearly define which text is to be deleted, or if it should be replaced with something else, indicate exactly the phrases to be fixed.
An example of a change request email could be:
– Page Services: Eliminate the phrase “In the shop you will find a large assortment of ready-made bodywork paints in spray cans.” And replace it with the following “…”
Further instructions
- Complete and organized messages: to help us manage reports more efficiently, we kindly ask you to include all information and requests related to an issue in a single message, rather than sending multiple separate messages. This helps avoid confusion and ensures that nothing is overlooked, allowing us to provide a more effective and comprehensive response.
- Monitor the responses: after opening a ticket, we request that customers monitor communications from the service center (emails, calls, etc.). A lack of or delayed response may compromise the success of the ticket;
- Error message: if you receive an error message from the site, report it to us accurately, also sending us a screenshot of the same (if you don’t know how to screenshot a web page from a pc, read our article How to screenshot a web page).
Taking charge of requests
After submitting your request, our team will take charge of it within the timeframes предусмотрed by your active web maintenance plan or the type of service requested.
Requests are handled in chronological order according to the following service levels:
- BASE ORBIT → within 72 business hours
For clients with an active Orbit web maintenance plan and for all general requests related to design and digital support. - BASE COMMAND → within 48 business hours
For clients with an active Command web maintenance plan or an ongoing growth plan. - BASE TITAN → within 24 business hours
For clients with an active Titan web maintenance plan.
Response times refer to business hours only: Monday to Friday, 8:30 AM–6:30 PM, excluding public holidays and company closure periods.
Requests submitted outside business hours will be considered starting from the next available business day.
Request handling refers to the start of managing the request and does not necessarily imply its completion.
Urgent request
Requests are normally handled based on order of arrival and according to the response times defined by the active plan.
If an urgent intervention is required, our team may reorganize operational scheduling to prioritize and expedite the handling of the request.
Urgent requests are subject to a priority intervention surcharge of €49 + VAT, as they require rescheduling and the immediate allocation of technical resources.
Urgency will always be assessed and confirmed by our team before the intervention begins.
How are requests to websites evaluated?
Each request is unique and requires different intervention times. Precisely for this reason, requests must be evaluated directly by us and divided on the basis of the following categories.
- Urgent request
This category includes malfunctioning problems of any type
To give concrete examples, priority is given if:
– the entire site or some pages are no longer viewable;
– bugs appear that do not allow the correct functioning of some essential elements of the site. - Non-urgent request
They are those requests that do not concern the malfunction of the site, but that arise as subjective needs of the user.
For example: requests for changes to texts / images, creation of pages or contents, activation of new emails or anything that is not essential for correct navigation on your website.
What NOT to do when requesting assistance
To ensure effective support and adequate response times, it’s important to avoid certain behaviors that may slow down or compromise support.
We invite you to follow the information below.
What NOT to do when requesting assistance:
- Do not open multiple tickets for the same issue;
- Do not report errors caused by incorrect procedures as “malfunctions”;
- Do not ignore the instructions provided by our team;
- Do not provide technical solutions or procedures to follow.