Support
Where to send what, who answers, and how fast.
A website change is never a support ticket. Forward it to your SquareJuice address, the address that sends your previews, and it gets a preview, an approval and a receipt. Support is for everything around that: a question about a receipt, a preview that did not arrive, billing, access, offboarding.
Start here
Your dashboard and this help center answer most questions without waiting for anyone. The Requests page shows where any request is and why; the Receipts page holds the proof for every finished one.
The assistant
Support chat in the dashboard and hello@squarejuice.com are answered by SquareJuice's own assistant at once, any hour, with your account's requests and receipts in front of it. It can tell you where a request is, why it was held or sent to a person, what a receipt says, and what to do next.
The assistant never approves, requests changes or cancels on your behalf. Those are your decisions, from the preview email or the dashboard.
People
A person reviews every conversation the assistant could not close, Monday through Friday, 8 a.m. to 6 p.m. Pacific, and answers the same business day.
| What it is | First reply from a person |
|---|---|
| A live site looks wrong after a SquareJuice change; a change went live that nobody approved | Within 30 minutes in support hours. Put URGENT at the start of the subject. |
| Requests not moving, previews not arriving, approval links that do not work, a charge that looks wrong | Within four working hours |
| A question about a receipt, how something works, adding a site, offboarding | The same business day |
If a published change needs attention, the agent's own live check and automatic rollback are the first line. Our operators are alerted the moment a rollback does not finish, and a person is on it the same day.
Platform status
Platform status and uptime are published at status.squarejuice.com. Our target is 99.5% uptime.
The first 30 days
For the first 30 days of your account, a Launch Creative operator reads every preview and every publish within the hour, on top of the automated checks, and you get a short note each week. We tell you when the supervised period ends.
What support never does
- Approve, request changes or cancel a request on your behalf.
- Write to your client. SquareJuice writes to your agency only.
- Send a credential, a key or a link with a token in a reply.
- Share one agency's details with another.
Addresses
- Website changes: your own SquareJuice address.
- Everything else: hello@squarejuice.com, or the chat in your dashboard.