CLIENT ASSISTANCE
Project Support
Please read the below details carefully regarding support given by the Agency. Support agreements are sometimes known as an 'S.L.A' (service level agreement) in the industry. It is important to understand support details to manage expectations before entering into a project.
💛 Clients who have undertaken a full project receive a lifetime 20% discounted rate for on call support.
IMPORTANT NOTICE
The agency does not provide 'default post project support' or 'random unscheduled support'.
Support is given:
- while a project is active (before Schedule C is signed off).
- via limited booking support slots
All support is given via approved support channels and support protocols on this page.
AGENCY SUPPORT
Support protocols
Last update: 12-06-24
Support overview
As stated the agency does not provide 'default post project support' or 'ad hoc support' without booking. Support is provided on these 3 protocols:
- 🕘 Agency support is office hours: Monday through Friday 9am - 6pm
- 🗪 Support is given via business platforms: email / support chat / booking a slot here / project management system
- ℹ️ Start with 3 specific: (i)link (ii)area of change (iii)i
The only exception to the above are peroids when the agency is taking holiday peroids and emergency scenarios (outlined below).
Requesting support outside the project management system and not providing all needed information will cause delays.
During the course of a active project (as defined above), unless explicity specified otherwise in writing below are expected turnaround times.
The agency will advise if a request is classed as minor (level 1), medium (level 2) or major (level 3).
- 1️⃣ Minor: Normally within 48 hours (during office hour peroid) ✅
- 2️⃣ Medium: Normally within 5 days (during office hour peroid) ✅
- 3️⃣ Major: Generally 1-3 weeks, will be specified at the time and may involve outside expertise. ✅
For example, if a minor request came in at 5pm on a Friday, it may not be completed until the following Tuesday morning.
Project support requests will be also be weighed up and priortised according to any key deadlines dates in within the signed Schedule B - Statement of Work' contract.
Support: Active project
Definition of an 'active project':
The peroid after a contract is signed and deposit paid up to the the date when the Schedule C is signed by both parties.
MAX DURATION EXCEPTION:
Please note that support is suspended if a project has entered 'Max Duration' and is consider 'inactive'.
In this case support protocols and support times will no longer apply as the project has become unpaused.
Support: After project
Definition of a 'completed project':
The peroid after Schedule C is signed offed by both parties.
There is no 'default post project' support, unless specified in Schedule B, or a legacy arrangement in place.
This is explicitly outlined in document 'Schedule C'.
After the conclusion of a project, the below options are available.
1 Week support add-on
Only available at the start of a project. This support add-on runs from the project completion date. During this duration core support protocols and project support times apply. Following the conclusion of this peroid 'on call' support will need to be purchased.
On Call Support
Existing clients receive a lifetime 20% discount for 'on call' support bookings. Book using the 'support booking box' on this page. This pins down a specific peroid to work on the requested support.
⚠️ Emergency scenarios
Emergency scenarios that would require immediate assistance outside of office hours include matters such as:
- A platform used by a client goes temporarily offline.
- A data or security breach of a clients data.
DEFINITIONS
Project Terms
Active Project
After a contract has been signed (or generic booked booked) and deposit paid up to the the date when the Schedule C is signed by both parties.
'Post Project'
The time period after Schedule C is signed offed by both parties.
'Emergency' scenarios
Emergency scenarios that would require immediate assistance outside of office hours include matters such as:
- A platform used by a client goes temporarily offline.
- A data or security breach of agency or client data.
'Key deadline' dates
Deadline dates set for key tasks on a project. Usually specified in the contract and related to the Schedule B guidelines.
'Project end date'
The project end date is the projected date for project completion. This is usually specified in the contract paperwork. Other factors can effect the actual end date including whether 'key deadline dates' are met. This is covered in the MSA document points 5.1 (e) and 13.1
'Project max duration date'
The 'max duration' date is means a final end stretch date where a project must be completed.
This will only come into play if both of these factors come into play:
(i) it was specified in the contract
(ii) a scenario has where the client has not supplied needed input or content by a required 'key deadline date' in the contract. his has means the project will be delayed beyond the 'max duration date'. Covered in the MSA document points 5.1 (e) and 13.1.
A project will be put on temporary 'pause' after the 'max duration date' has passed.
The reason for this is because the Agency needs to fulfil other planned work and has limited resources.
A project 'unpause' and new end date will be mutually agreed.
We understand and empathise that life will sometimes throw us curve balls and our attention has to be diverted to more important personal matters. As the agency is small and commitments have likely been made to other parties for project start dates, these need to be honoured. The pause on a project is a temporary situation while timelines are put back on track. There is no penalty or loss of commitment, the project will be fulfilled as agreed in the signed documents.
Only in the case that the agency has fullfilled it's key deadline dates, but the client was unable to for a variety of circumstances, the project will need to be temporarily paused.
However if there have been no emergency sitations on the agency side (such as critical illness or bereavement) but it is the agency that have not fullfilled it's key deadline dates - the project pause will not occur. Instead work will continue with an end date mutually agreed on as soon as is possible.
No. It simply means there will need to be some time where project requests and project work will not take place. During this time 'active project' support protocols will not apply. The duration of the pause will depend on agency's other commitments and will range from a minimum of 1 week to several months. The agency will agree 'reactivation' with the client as soon as is possible.
Client help
New blocks can be added under here 🔽
Monday through Friday 9am - 6pm
Email / support chat / booking a slot here / project management system
(i) link
(ii) area of change
(iii) change requested
Support response times per level
Normally within 48 hours (during office hour peroid) ✅
Normally within 5 days (during office hour period) ✅
Generally 1-3 weeks, will be specified at the time and may involve outside expertise. ✅
Support: Active Project
Need a catchup or support?
For clients with an active project, you can book a catchup below.
Previous clients can book a discounted single hour session below or other more extensive support sessions.
