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AWARD-WINNING SEO AGENCY

Customer Support

We are always on hand to help our customers on the phone, email or live chat. You will find on this page a link to a variety of technical documents or resources which may help but as always if not just get in touch with the team!

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Team

Support documents

Email Queries

Webmail link – https://webmail.outrank.uk/

Various

Outrank Support Ticket Triage Framework

The Outrank team reviews all incoming support tickets which are submitted to our support system. These are prioritised based on their potential impact on client business operations, tickets are triaged into High, Medium, or Low priority.

How to Use

  • High (🔴) = Immediate action, business-critical issues
  • Medium (🟠) = Needs attention soon
  • Low (🟢) = General maintenance or enhancements

 

Websites, Hosting & Email

🔴 High Priority – Immediate Action

These issues are generally covered as part of support unless they are caused by third-party changes or client actions. They directly affect sales, bookings, or site availability.

  • The website is completely down, unresponsive, or showing 500 errors
  • Checkout/payment failures (Stripe, PayPal, WooCommerce payments not processing)
  • Issues preventing customers from completing orders, bookings, or form submissions.
  • Critical security breach (hack, malware, phishing, data leak)
  • Website emails not sending or the entire email system is inaccessible

     

🟠 Medium Priority – Business Impact but Not Total Outage

Some items may be chargeable, such as resolving plugin conflicts introduced by new third-party plugins. These problems generally affect part of the site, admin, or integrations, but don’t stop all customer activity.

  • Plugins/themes are partially failing, the site is still live
  • Admin/WordPress login issues (but public site still works).
  • Hosting control panel / FTP / database issues
  • Slow site performance or intermittent errors
  • Broken layouts on key pages (homepage, checkout, shop)
  • Scheduled tasks/cron jobs failing (feeds, stock sync, reports)

     

🟢 Low Priority – Maintenance / Enhancements

These are usually classed as billable development or change requests. These are generally requests or issues that don’t affect day-to-day trading.

  • Content changes (text, images, links).
  • Design tweaks, styling adjustments, spacing.
  • New page creation (non-urgent).
  • Plugin/theme updates (when no security patch is critical).
  • Adding new features or enhancements.
  • SEO/meta updates, redirects, internal linking changes.

 

Google & Microsoft Ads

🔴 High Priority

  • Account suspension or payment failure halting all ads
  • Feed errors preventing Shopping/PMax campaigns
  • Incorrect promotions live or missing
  • Budget exhausted early during peak trading events

     

🟠 Medium Priority

  • Significant drop in conversion rate
  • Drastic increase in CPA
  • Tracking not recording conversions (Analytics/Ads)
  • Impression share loss without budget change
  • Campaigns underspending daily budget

     

🟢 Low Priority

  • Low-volume keywords with no conversions
    Underperforming ad variations
  • Minor reporting discrepancies
  • Reviewing new recommendations
  • Account hygiene (duplicates, negative keyword lists)

     

Meta Ads

🔴 High Priority

  • Security breach on social accounts
  • Urgent campaign changes due to major news/events
  • Account/payment failure stopping ad delivery
  • Emergency client access outside standard hours
  • Card failure stopping ad delivery

     

🟠 Medium Priority

  • Significant drop in lead quality
  • CPA increase
  • Pixel/tracking issues
  • Ad creative fatigue
  • Unusual daily spend fluctuations

     

🟢 Low Priority

  • Underperforming ad sets/audiences
  • Minor reporting discrepancies
  • Updating ad copy/creative for A/B testing
  • Routine account hygiene
    Reviewing new platform features

Complaint Policy

1. Purpose

This complaints policy ensures that all complaints are handled consistently, fairly, and effectively. It also aims to address and resolve complaints from clients, partners, and stakeholders promptly and improve our services based on the feedback received.

2. Scope

This policy applies to all complaints received by Outrank regarding our services, staff, and any other aspects of our operations.

3. Definitions

  • Complaint: An expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by the agency or its staff.
  • Complainant: The person or entity making the complaint.

4. How to Make a Complaint

Complaints can be made through the following channels:

  • Email: [email protected]
  • Phone: 01642 931 380
  • Mail: Unit 18, Riverside House, High Force Road, Riverside Park Road, Middlesbrough, TS2 1RT

5. Complaint Handling Procedure

  1. Acknowledgement:
    • All complaints will be acknowledged within two business days of receipt.
    • The acknowledgement will include the name and contact details of the person handling the complaint.
  2. Investigation:
    • A thorough investigation will be conducted to gather all relevant facts and information.
    • The complainant may be contacted for additional information or clarification during this process.
  3. Resolution:
    • We aim to resolve all complaints within ten business days. If more time is required, the complainant will be informed of the reasons for the delay and a new timeframe.
    • The resolution will be communicated to the complainant, including any actions to address the issue.
  4. Escalation:
    • If the complainant is unsatisfied with the resolution, they may request a review by a senior manager.
    • The senior manager will review the complaint and provide a final response within five business days.
  5. Record Keeping:
    • All complaints and outcomes will be documented and retained for at least two years.
    • This information will be used to identify trends and areas for improvement.

6. Confidentiality

All complaints will be handled with strict confidentiality. Information will only be shared with those needing knowledge to resolve the complaint.

7. Continuous Improvement

We are committed to continuously improving our services. Complaints will be reviewed regularly to identify trends, root causes, and areas for improvement. Feedback from complaints will enhance our policies, procedures, and staff training.

8. Contact Information

For any questions or further information about our Complaints Policy, please get in touch with us at:

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