Website Support Request Portal | Elasticity

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This field is for validation purposes and should be left unchanged.

Which best describes your website?(Required)

Elasticity currently hosts our website.

Elasticity built our website, but does not currently host it.

I’m not sure.

This determines how Elasticity reviews responsibility, coverage, and billing for the request.

Organization or Company(Required)

Your Name(Required)

First Last

Email Address(Required)

Phone Number

Optional for standard requests. A callback number is required for an emergency.

Website URL(Required)

Additional Contacts Elasticity Should Include on Updates

Optional. Enter one or more email addresses separated by commas. These contacts will be copied on the submission receipt and may be included on future correspondence about the request.

What kind of help do you need?(Required)

I have a question or need help using the website.

I need content or information changed.

I want new functionality added.

Something is not working correctly.

The website has a business-critical emergency.

Question or Help Using the Website

Tell us what you are trying to accomplish. You do not need to complete technical troubleshooting for a how-to request.

What are you trying to accomplish?(Required)

Related Page or Admin-Screen URL

Optional. Paste the public page URL or the WordPress admin URL related to your question.

Screenshot or Reference File

Drop files here or

Accepted file types: jpg, jpeg, png, gif, webp, pdf, doc, docx, Max. file size: 25 MB.

Optional. Upload a screenshot showing where you are working or what you are trying to change, along with any useful reference files.

How would you prefer that Elasticity respond?(Required)

Written instructions or an email response

Phone call

Video call

Whichever method Elasticity recommends

Your Time Zone(Required)

Best Times for a Phone Call

Morning, 9:00 a.m.–12:00 p.m.

Afternoon, 12:00–5:00 p.m.

Any time during normal business hours

Optional. Select all times that generally work for you.

Your Time Zone(Required)

Best Times for a Video Call

Morning, 9:00 a.m.–12:00 p.m.

Afternoon, 12:00–5:00 p.m.

Any time during normal business hours

Optional. Select all times that generally work for you.

Content or Information Change

Provide the exact pages and changes needed. Attach final copy or files when available.

Page URL or URLs(Required)

Describe the Requested Changes(Required)

Final Replacement Copy or Content

Optional. Paste approved replacement text here, or attach it below.

Content Files or Images

Drop files here or

Accepted file types: jpg, jpeg, png, gif, webp, pdf, doc, docx, xls, xlsx, csv, txt, Max. file size: 25 MB.

Optional. Upload approved copy, images, PDFs, spreadsheets, or other source files.

Requested Publish Date

Optional. A requested date is not a guaranteed completion date.

Context or Special Instructions

Optional. Include approvals, campaign timing, formatting requirements, or anything else that affects the update.

New Website Functionality

Describe the outcome rather than prescribing a technical solution. Elasticity will review scope and provide an estimate before development begins.

What should the new feature allow people to do?(Required)

Who will use this feature?(Required)

Examples or Reference Links

Optional. Paste links to similar functionality or examples.

Reference Files, Wireframes, or Requirements

Drop files here or

Accepted file types: jpg, jpeg, png, gif, webp, pdf, doc, docx, xls, xlsx, csv, ppt, pptx, txt, Max. file size: 25 MB.

Optional. Upload wireframes, screenshots, requirements, PDFs, examples, or other materials that help explain the requested functionality.

Desired Launch Date

Optional. Elasticity will confirm feasibility after reviewing the scope.

Business Goal or Reason for the Request(Required)

New functionality requires review and an estimate before work begins. Submitting this request does not authorize development.

Something Is Not Working Correctly

Provide enough detail for someone who has never seen the problem to understand and reproduce it.

Affected Page URL or URLs(Required)

What did you expect to happen?(Required)

What happened instead?(Required)

Who appears to be affected?(Required)

Everyone

Some users

Only me

I’m not sure

When did you first notice the problem?(Required)

When did it last work correctly?

Optional. Enter a date, approximate timeframe, or “unknown.”

Recent Changes That May Be Related

Optional. Note any recent website, plugin, hosting, DNS, content, account, password, or integration changes. Enter “none known” when appropriate.

Exact Error Message

Optional. Copy and paste the full error message rather than paraphrasing it.

Device or Devices Used When the Problem Occurred(Required)

Desktop computer

Laptop computer

Tablet

Mobile phone

Select all that apply.

Browser or Browsers Used When the Problem Occurred(Required)

Google Chrome

Safari

Microsoft Edge

Mozilla Firefox

Another browser

Select all that apply.

Troubleshooting Already Attempted

Refreshed the page

Hard refreshed the page

Opened the page in a private or incognito window

Tried another browser

Tried another device

Tried another network or disconnected from VPN

Optional. Select all that apply. You do not need to complete every step before submitting the request.

Screenshot or Screen Recording

Drop files here or

Accepted file types: jpg, jpeg, png, gif, webp, pdf, mp4, mov, Max. file size: 50 MB.

Optional but strongly recommended. Include the full browser window and error message when possible.

Business-Critical Website Emergency

Use this path only when the public website or a critical business function is unavailable, compromised, or actively causing substantial business harm.

Examples: the public website is completely unavailable; checkout or payment processing is failing; the website may have been hacked; critical forms are failing and leads are being lost; or a major public-facing function is unavailable during an active campaign or event.

An inability to make a routine edit or log into WordPress is normally a standard support request, not an emergency.

What type of emergency is occurring?(Required)

The public website is completely unavailable.

Checkout or payment processing is failing.

The website may have been hacked or compromised.

Critical forms are failing and leads or submissions are being lost.

A major public-facing function is unavailable during an active campaign or event.

Another issue is causing immediate, substantial business harm.

Affected URL or URLs(Required)

Describe the Business Impact(Required)

When did the emergency begin?(Required)

Does the issue appear to affect all visitors?(Required)

Yes

I’m not sure

Emergency Callback Number(Required)

Exact Error Message or Additional Technical Detail

Optional. Copy and paste the complete error message when one appears.

Emergency Screenshot or Screen Recording

Drop files here or

Accepted file types: jpg, jpeg, png, gif, webp, pdf, mp4, mov, Max. file size: 50 MB.

Strongly recommended.

Emergency Submission Acknowledgment(Required)

I understand that this portal is reviewed Monday through Friday, 9:00 a.m.–5:00 p.m. Central Time, excluding holidays, and does not guarantee monitoring or a response outside those hours.

Timing and Work Authorization

Complete the final details below. Billing and authorization questions help Elasticity route the request correctly.

Desired Completion Date

Optional. This is a requested date, not a guaranteed deadline.

Deadline, Launch, Campaign, or Event Context

Optional. Explain any fixed deadline and what happens if it is missed.

If this request falls outside your current hosting or support arrangement, are you authorized to approve billable website work?(Required)

Yes

I’m not sure

Name of the Person Who Can Approve Work(Required)

Approver Email Address(Required)

Elasticity will review this request and determine whether it is covered by the current hosting or support arrangement. If additional billable work is required, Elasticity will contact the appropriate approver before proceeding.

How should Elasticity proceed if the work is billable?(Required)

Begin work immediately. I authorize up to four hours at $140 per hour.

Contact me with an estimate before starting any billable work.

Elasticity will contact the person identified above before beginning billable work. Submitting this request does not authorize work to begin.

Elasticity will confirm the website’s hosting and support status before proceeding. Billable work will not begin without appropriate authorization.

Do not submit passwords, authentication codes, payment information, private keys, or other sensitive credentials through this form. Elasticity will request secure access separately if needed.

Anything Else We Should Know?

Optional. Add any final context, access considerations, contacts, or instructions.

Submission Acknowledgment(Required)

I understand that this submission creates a support request but does not mean work has begun. Elasticity may contact me for clarification, access, scheduling, or approval before performing work.