Website help, without the runaround.
Log a support request, report a problem or check an existing ticket. Sign in with the client account provided by Grey Lily Media.
Your support tickets
Tickets and replies are visible only after you sign in. New client accounts are issued directly by Grey Lily Media.
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1. The page or website
Paste the address where the problem appears.
2. What happened
Say what you expected and what occurred instead.
3. A screenshot
Include any error message if you can.
If the site is offline, compromised, or a critical form has stopped working, mark the ticket Urgent. Routine content changes can use Normal priority.
Support at a glance
Clear expectations make support calmer for everyone. These are working guidelines rather than a promise that every problem will fit the same timetable.
Within one business day
Most requests receive an initial response within one business day. Complex work may need investigation before a completion time can be estimated.
What counts as urgent
A site outage, suspected compromise, broken checkout or a business-critical form failure. Marking routine work urgent will not make it jump the queue.
Changes and improvements
New pages, redesigns, substantial content entry and new functionality are scheduled as project work so they can be scoped and tested properly.
Practical website guides
Short, plain-English references for common ownership, access and troubleshooting questions.
Submit a useful support request
Include the page address, what you expected, what happened and a screenshot when possible.
Give WordPress access safely
Create a separate user account instead of sharing your own password.
What routine maintenance includes
Backups, controlled updates, testing, security checks and a record of changes.
When a form stops emailing
A practical way to separate a form problem from an email-delivery problem.
Domain, hosting and email
Know which accounts your business should control and what should be recorded.
What belongs in a support ticket?
Support and maintenance
Faults, update issues, form-delivery problems, small corrections, access questions and anything covered by an active care arrangement.
Please do not paste passwords into a ticket. Use an approved secure sharing method if access is needed.
Quoted or scheduled work
New pages, substantial design changes, integrations, campaigns, copywriting and requests that change the original scope.
These can still begin as a ticket. Grey Lily Media will explain when a request needs a quote or a scheduled work block.
For privacy, ticket attachments are removed when a ticket is closed. Keep your own copy of any files you may need later.