LiveWhale Support

Request Help

Note: This form will begin accepting submissions on July 1, 2024. We welcome your feedback on this form’s structure, options, and user experience. 

Use this form to request hands-on assistance with LiveWhale-related CMS or Calendar issues. For non-urgent matters, or if you prefer not be billed for work, try our Support Forum first. Requests through this form are treated as work orders, with most resulting in billable tasks per the terms in our SLA. You can also pre-purchase blocks of billable support using the Personalized Email Support Order Form.

NOTE: Our offices will be closed beginning on Monday, December 22, 2025 and we’ll return to the office on Monday, January 5, 2026. We will respond to any non-urgent issues when we return to the office. Thank you and happy holidays from White Whale!

All fields marked with asterisk (*) are required.

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Only designated support contacts can submit time-sensitive or billable requests.
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Type of issue you’re reporting*
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(50 MB max)
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Type of response requested*
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Payment options
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Terms
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What gets billed? Hands-on work specific to your LiveWhale instance (not a core bug), including diagnosing and fixing issues caused by client-specific code. We will discuss with you before working beyond 4 hours on any given request.

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What kind of help is free? Any issues you report that we’re able to trace to a core LiveWhale bug and reproduce on our servers, or day-to-day hosting and server maintenance. You can also get free Q&A help and report bugs on the Support Forum.

How to submit an accessibility report?

Describe your issue below, and/or upload a spreadsheet of results from your audit. In response, we will work through your reported issues and categorize them in the spreadsheet as
  1. LiveWhale core bugs = we are able to reproduce on our servers and agree fail WCAG 2.2
    We will file these for our roadmap and address free-of-charge.
  2. Theming issues = we are not able to reproduce on our servers, but they could be addressed via client-specific code
    You can fix these in-house, or contract with us to handle them as billable fixes.
  3. Nice-to-haves = areas for possible improvement, but we don’t consider the status quo to be inaccessible per WCAG 2.2
    We may be able to scope some of these as custom projects if desired.

Once categorized, we’ll share the resulting spreadsheet with you. We can also discuss any disagreements about categorizations (though we reserve the right to make final determination of what constitutes a core accessibility bug).

Depending on the size of your audit, it may take us 2–6 weeks to complete our initial review, and we can provide timeline updates for remediation beyond that.