Digital Five Themes

Site Migration Design Discrepancy

100

The Category we select when escalating the case to CCE

Wix Site Migration Design Help

200

Name of the template we should use to send an email to the customer regarding collaborator access.

Action Required

300

How long is the access granted to a collaborator for making changes to my website?

30 days

400

Name of the email we should edit and use on the collaborator access template.

[e-mail]

500

The timeframe that we should provide our customers regarding the completion of the edits made on their website.

No Timeframe.

Difficulty Contacting Hover's Support Team

100

Will mailboxes also be transferred over to Hover if the domain is with Hover?

Yes

200

Website link we go to to chat with a Hover representative

help.hover.com

300

Hover's phone number

[phone]

400

Hover's email address

[e-mail]

500

Hover's operating hours

8am-8pm EST every day

Vista X Wix Downgrade Process Walkthrough

100

What must customers on a monthly billing cycle do to receive all core benefits of a premium subscription?

Upgrade to Annual billing

200

What do you click on to upgrade your site and where can you find it?

My Digital Marketing > Three dots > Upgrade Site
or
My Subscriptions > Edit Plan

300

As a workaround, what must customers do to upgrade/downgrade a plan?

Create a new subscription then reassign the plan

400

Regardless of plans, you will receive this for free once you subscribe to an annual subscription with VistaxWix

Free domain for 1 year

500

What is the exclusive benefit of the annual Business VIP Plan?

Loyalty program by Smile.io

Double Charges Showing on Account

100

Where do you go to check and see the charges made on the account?

Order History or My Subscriptions > Billing History

200

How many data points do we need to verify to check the charges on the account?

2

300

What is the usual timeframe for the refund to be processed?

3 - 5 business days

400

How many data points do we need to verify to refund the charges on the account?

3

500

What should be your next step if the refund option is not working?

Process a Manual Refund or Escalate to CCE

De-escalation for incoming EOL with Wix migration and tower shutdown

100

Does the customer have an option for their subscription to not be migrated?

No

200

When is the last day we can escalate the design assistance for websites migrated to Wix?

December 31, 2023

300

What are 2 Vista branded domains that have already expired?

vpweb & vistaprintdigital

400

Who will they contact regarding their webmail if their registrar or host is not Tucows?

Exact Hosting

500

Who will they contact regarding their webmail if their registrar or host is Vistaprint/Tucows?

Hover