Technical support for the systems we build and run
Something not working as it should? Here is exactly how to reach us, what we support and how fast you can expect a fix.
In short
How do I get technical support from Vikilinks?
Three ways to reach us
Pick the channel that matches how urgent your issue is. The more detail you give us up front, the faster we can reproduce the problem and fix it.
What we support
If we built it or we run it for you, it is supported. Here is what that covers day to day.
Websites and landing pages
Loading errors, broken links, layout issues, content updates and small design tweaks on the sites we build.
SEO and answer-engine setups
Indexing problems, schema and structured data, redirects, and the technical SEO foundations we put in place.
AI automations and workflows
Automations that have stalled, prompts that need tuning and integrations between the tools you use.
Analytics and tracking
Tracking that has stopped reporting, goal and event setup, and dashboards behaving unexpectedly.
Forms and integrations
Enquiry forms, lead capture, email notifications and connections to your CRM or inbox.
Hosting and performance
Speed issues, downtime, SSL and certificate warnings, and the housekeeping that keeps a site healthy.
What happens after you get in touch
No ticket black holes. Every request follows the same simple path so you always know where things stand.
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1
You report it
You call or email with the detail. We confirm we have it and tell you whether it is urgent or routine.
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2
We reproduce it
We recreate the problem on our side so we are fixing the real cause, not guessing at symptoms.
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3
We fix and test
We apply the fix, test it across devices, and check nothing else was affected before it goes live.
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4
We follow up
We let you know it is resolved, explain what caused it in plain English, and flag anything worth watching.
How we prioritise
Not every issue is equal, so we sort requests by impact. A live site that is down jumps the queue ahead of a cosmetic tweak. Exact timeframes depend on your support plan, and we tell you which bucket your request falls into when we reply.
A live site or campaign is down, a form has stopped sending, or revenue is affected.
Handled first, as a priority.
Something is not working correctly but the site is up and usable.
Worked through in order, within working hours.
Content updates, small tweaks and how-to questions.
Scheduled into the regular support flow.
Before you report an issue
A few details turn a long back-and-forth into a same-session fix. When you get in touch, try to include:
- The exact page link where the problem appears.
- What you expected to happen, and what actually happened.
- A screenshot or short screen recording if you can.
- The device and browser you were using, if it seems device-specific.
- When it started, and whether it happens every time or only sometimes.
Resources that may save you a ticket
Technical support, answered
Support covers the systems we build and manage: your website and landing pages, SEO and answer-engine setups, AI automations and workflows, analytics and tracking, integrations between tools, and the dashboards we hand over. If we built it or we run it for you, it is in scope. For brand new feature work we scope it as a small project so expectations and timelines stay clear.
We acknowledge every support request on business days, usually within a few working hours, and we treat anything that takes a live site or campaign offline as urgent. Response time depends on your plan and the severity of the issue. A page that will not load is handled before a tweak to button colour, and we tell you which bucket your request falls into when we reply.
The fastest route is to call 0452 598 138 for anything urgent. For everything else, email a short description with the page link, what you expected, what happened and a screenshot if you have one. Clear detail lets us reproduce the issue on the first try instead of going back and forth, which gets you a fix faster.
Both. Many clients keep us on a monthly care arrangement that bundles updates, monitoring, small changes and priority response, which suits anyone running active SEO or AI automations. If you only need an occasional hand, we also handle one-off fixes and improvements. We will recommend whichever genuinely fits how often your systems change.
New builds include a defined post-launch window where we fix anything that is not working as agreed at no extra cost. After that window, ongoing care, enhancements and new features move onto a support plan or are quoted per piece of work. We make that boundary clear in your project scope so there are no surprises later.
Need a hand right now?
Call us for anything urgent, or email the details and we will get on it. We support every site, automation and campaign we build for Australian businesses.