Client Services Support Resources and FAQs
Have questions about your Roya.com website or Roya's Canvas® CMS platform?
The Roya.com Client Services Support team is available Monday - Friday, 8am - 4pm PST to assist with your question at 858-345-5500 or support@roya.com
What's the average turnaround time for website edits?
Urgent / Priority
These request are generally bugs, something is non-functional and needs immediate attention
Basic Edits
These requests are usually categorized as basic content updates (staff updates, lead routing updates, image changes, blog additions, etc.)
Intermediate
These requests either include multiple pages being updated or multiple teams requiring updates to process. Ex: a list of website edits or updates(s) that require involvement from design, development and or quality assurance teams.
Advanced / New Requests
These requests usually include brand page development that require a design mock-up and custom coding from development, creation of pages utilizing local custom databases (dataset features), redesign of components within the website.
General FAQs
I want edits to my team page to go live, but I don't what the other changes I'm working on to go live, is that possible?
No, when you publish any changes to the website, the entire site is republished and changes re-live
I want to schedule a blog to go live on a future date, how do I do this?
Blogs are added through our dataset feature, any dataset changes go live instantly. You could hide a blog on the ‘list’ page, but the full blog details page will go live as soon as it is added to the dataset
Does Roya offer the ability to send email blasts/campaigns or design newsletters for emails?
This is not currently a service Roya offers. We suggest using a 3rd party mailing software like https://mailchimp.com/.
Can I add video to my website?
Yes, but the videos you want to embed on the website should be uploaded to youtube or vimeo and provide those links to the support team so the videos can be fully responsive and provide the fastest page speed time.
I have a lot of edits I want updated on my website, what is the best way to send them?
If you have a large list of edits, it is best to organize them all in one document, that the Roya team can check off or add notes to each request item. We recommend not sending multiple emails or having too many tickets open at the same time to avoid overlapping requests, prolonged staged content.
What format should I send my images in?
Although our team is able to convert different image types, we recommend sending them in as jpg or png formats. Our recommended image size for website use is no larger than 1920x1080.
Can I include social media feeds on my website?
There are multiple social media aggregator services that you can sign up with. These services will be able to add an embeddable code, which can be sent to our team to implement.
If you are looking for a free option, we recommend juicer.io.
Who can help me set up a business email address for my company (an email ending in @mydomainname.com)?
While we do not host or manage domain-based emails for our clients, we are happy to assist with guiding you through the process of setting up a Google Workspace account, which is $7 a month per user for the start plan (recommended).
To learn more, please schedule an edit support call with our support team to walk you through the setup. Please ensure you have direct access to your domain if we are not hosting it on your behalf.
For other domain-based email providers, please send us the mail records from their support team to add to your domain (if we have access).
SEO & Marketing
Marketing Question
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Marketing Question
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.
Marketing Question
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.
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