Metorox Support (Tickets, SLAs, and Maintenance Plans)
Submit a ticket for CurtainCall, Realtor Hub, Travel Pro, custom WordPress plugins, and managed hosting. Email [email protected]. We respond to every request within 24 hours. Maintenance plans start at $149/month.
Support Summary
How to get help
Submit a ticket via the form below, or email [email protected]. For Critical/High issues, call (801) 890-5036.
Response time
First response within 24 hours (Critical: 12 hours). Severity-based SLAs apply to all tickets.
What we support
Metorox products + WordPress + hosting + many custom web apps — even if we didn't build them.
Maintenance plans
Starting at $149/month. View plans →
Severity Levels & SLA Response Times
Every ticket is assigned a severity level. Response times below apply to first response (acknowledgement + triage + next steps). Many requests receive a response sooner.
| Severity | Examples | First Response |
|---|---|---|
| Critical | Site down, payment failures, security incident, data loss risk | 12 hours |
| High | Major feature broken, no workaround | 24 hours |
| Medium | Partial issue, workaround exists | 48 hours |
| Low | Minor issue, cosmetic, question | 72 hours |
If unsure of severity, choose the closest level — we'll adjust after triage. For Critical/High issues, you can also call (801) 890-5036.
What's Included (and What's Not)
✅ Included
- Bug fixes, troubleshooting, and configuration help
- Security patching and hardening guidance
- Performance tuning (Core Web Vitals, caching, DB tuning)
- Hosting/server troubleshooting for supported environments
- WordPress plugin and theme conflict resolution
- Payment integration issues (Stripe, Square, WooCommerce)
⚠️ Not Included (unless quoted)
- New feature development (quoted separately as a project)
- Vendor-only issues outside our control — but we'll help coordinate
- Emergency after-hours coverage unless on a plan that includes it
- Support for platforms we have no access or context for
Supported Products & Environments
Metorox Products
- CurtainCall Ticketing
- Realtor Hub
- Travel Pro
- Support Pro
- CRM Pro
- Email Marketing Pro
Environments We Support
- →WordPress: plugin/theme conflicts, updates, performance, security hardening
- →Hosting/infrastructure: uptime incidents, SSL issues, DNS guidance, server troubleshooting
- →Custom apps: bug triage, performance issues, deployment support
Examples by Industry
Common issues we help with, organized by industry.
Theatre & Events
- Ticket checkout issues
- Seat map bugs
- Scanning / check-in problems
- Event page performance
Real Estate Teams
- Lead routing issues
- CRM / automation failures
- Landing page form errors
- Tracking / pixel issues
Travel Agencies
- Booking form errors
- Quote-request workflows
- Email deliverability
- Site speed for destination pages
How to Submit a Request (Best Results)
Include as much detail as possible so we can start working immediately.
- Choose the closest severity level
- Describe what you expected vs what happened
- Include steps to reproduce (if possible)
- Paste any error messages
- Include URLs, screenshots, and affected user accounts
- Include device/browser (or OS/app version)
After you submit
- →You'll get an immediate confirmation email
- →Replies stay in one email thread (no portal login required)
- →If your issue is urgent, escalate via phone
- →If you don't see the confirmation within 5 minutes, check spam/junk and then email [email protected]
If You Have a Security Incident (Hacked Site / Payment Issue)
If your site has been compromised, is displaying malware, or payments are failing unexpectedly, follow these steps immediately. Speed matters — every minute counts.
Mark severity as Critical
Select Critical when submitting your ticket. This triggers our 12-hour SLA and flags the ticket for immediate review.
Include affected URLs and error messages
List every affected page, admin URL, or endpoint. Include any security alerts, malware scan results, or error logs you have access to.
For payment failures — include provider details
If payments are failing, include your payment provider (Stripe/Square), the timestamp of the first failure, and any order IDs or transaction IDs.
Change passwords immediately
Change your WordPress admin password, hosting panel password, and any FTP/SSH credentials before contacting us. Don't wait.
Call us for Critical issues
For active breaches or site-down emergencies, call (801) 890-5036 in addition to submitting a ticket. Phone + ticket = fastest response.
Emergency contact: (801) 890-5036 or [email protected] with subject line: URGENT — Security Incident
Submit a Support Ticket
How Email Replies Work
When you submit a ticket, you'll receive a confirmation email immediately.
When we respond, our reply goes directly to your inbox. You can simply reply to that email — it creates a threaded conversation so nothing gets lost.
No account login required. The entire support conversation happens in your email inbox, just like a normal email thread.
Didn't get the confirmation email? If you don't see it within 5 minutes, check your spam/junk folder. If it's not there, email [email protected] and we'll confirm receipt.
Contact Directly
What Happens Next
- 1. You receive a confirmation email immediately
- 2. We review and assign your ticket within 2 hours
- 3. First response within your SLA window
- 4. Reply to our email to continue the thread
- 5. We work with you until the issue is resolved
Related Links
Need a Quote Instead?
For new projects, custom features, or pricing questions, use our contact form.
Go to Contact PageSupport FAQ
Do you offer ongoing support?
Yes. We offer monthly maintenance plans starting at $149/month with severity-based SLAs, proactive monitoring, security updates, and ongoing technical assistance. Plans are available for Metorox products and supported WordPress/custom software environments.
What is your response time?
Response times are based on severity: Critical within 12 hours, High within 24 hours, Medium within 48 hours, and Low within 72 hours. These targets apply to first response (acknowledgement + triage + next steps). Many requests receive a first response sooner.
What counts as "Critical" severity?
Critical issues are problems that stop your business from operating or create a high risk of loss. Examples include a site/app outage, payment failures, a suspected security incident, or a risk of data loss. If you're unsure, choose the closest severity and we'll adjust after triage.
Do you support websites you did not build?
In most cases, yes. We can support WordPress sites, hosting environments, and many custom web applications—even if we didn't build them. We'll review your setup during a quick discovery step and confirm scope before starting work.
Do I need an account or portal login for support?
No. Support runs through your email inbox. When you submit a ticket, you'll receive a confirmation email and our replies stay in the same thread so nothing gets lost.
How do I check the status of my support ticket?
After you submit a ticket, you'll receive a confirmation email. We'll reply in that same email thread with updates and next steps. If you haven't heard back within your SLA window, email [email protected].
What information should I include in my support ticket?
Include what you expected to happen, what happened instead, and any steps to reproduce the issue. Add relevant URLs, screenshots, error messages, and affected user accounts if applicable. Also include your device/browser (or OS/app version) to speed up troubleshooting.
Can I escalate a support ticket?
Yes. If your issue is more urgent than the severity you selected, email [email protected] with an "URGENT" subject line or call (801) 890-5036 for Critical/High issues. We'll reprioritize based on impact and risk.
Do you offer phone support for software issues?
Phone support is available for Critical and High severity issues. For Medium/Low issues, email/ticket support is usually faster and keeps a clear written record. If you're unsure, start with a ticket and we'll advise the best next step.
Do you provide weekend or after-hours support?
We primarily operate on standard business hours, but Critical incidents may be handled outside normal hours depending on impact and availability. If you require guaranteed after-hours coverage, we can discuss it as part of a maintenance plan. Submit a ticket and note your urgency and deadlines.
Can you help with hacked WordPress sites?
Yes, in many cases. We can help with containment steps (locking down access), cleanup guidance, security hardening, and restoring from backups when available. If the incident is severe, mark it as Critical and include any security alerts or logs you have.
Do you support WooCommerce, Stripe, or Square issues?
Yes—within reasonable scope. We can troubleshoot checkout failures, webhook issues, plugin conflicts, and configuration problems, and we can coordinate with the payment provider when needed. Some issues may require vendor-side investigation, but we'll help you identify the root cause and next steps.
Can you help with site speed and Core Web Vitals?
Yes. We can diagnose performance bottlenecks and implement improvements like caching, image optimization, database tuning, and code/plugin cleanup. If you have a specific page that's slow, include the URL(s) in your ticket.
Do you offer proactive monitoring?
Yes, as part of maintenance plans. Proactive monitoring can include uptime checks, security updates, performance review, and routine maintenance tasks. If you want proactive coverage, ask about the maintenance plan options starting at $149/month.
What’s included in the $149/month maintenance plan?
At a minimum, the plan includes ongoing support with severity-based SLAs, proactive monitoring, and security updates for supported environments. Exact inclusions can vary based on your stack (WordPress, hosting, custom app, or Metorox product). Submit a ticket or request a quote and we'll confirm what's included for your setup.
What’s the difference between one-time support and a maintenance plan?
One-time support is best for a single fix, troubleshooting request, or small change billed as a fixed-price task. A maintenance plan is best for business-critical systems that need ongoing coverage, proactive updates, and predictable response expectations. If you're not sure, submit a ticket and we'll recommend the right option.
What if I don’t receive the confirmation email?
If you don't see the confirmation email within 5 minutes, check your spam/junk folder. If it's not there, email [email protected] and we'll confirm receipt. To help us locate your request, include the email address you used on the form.
What access or credentials do you need to troubleshoot?
It depends on the issue. For WordPress, we may request an admin login and (when necessary) hosting access; for custom apps, we may request logs, environment details, or a test account. Only share credentials through a secure method you're comfortable with, and we can also work with temporary accounts.
Can you sign an NDA for support work?
Yes, in most cases. If you require an NDA, mention it in your ticket and we'll provide the appropriate paperwork or review yours. We can also work with confidentiality requirements for client data and internal systems.
Do you offer white-label support for agencies?
Potentially, yes. If you're an agency and want white-label or behind-the-scenes support, submit a request with your preferred workflow, communication expectations, and typical ticket volume. We'll confirm fit and propose a support structure.
