AGENCY OPERATIONS
Support & Communication
Updated 15-01-26
This page contains details of the support provided by the agency and communication channels that are used. Please read the details carefully so that expectations are established before work commences.
ℹ️ Please note:
- The Agency does not provide 'ad-hoc' support post project.
- The support the Agency can provide is limited and within a specific scope.
- Support is provided within the scope of an agreed retainer or via booked options.
Retainer clients and previous clients receive discounted rates on out of plan booked support.
Support Overview
When sending a support request, please note the estimated response times.
Agency Support Hours
Messages will be read/sent during these times:
Support Channels
Below are the support channels used by the agency. The comms flowchart shows what channel to use for each type of query.
Query details
Please list the below as applicable with your query:
How should I get in touch?
Updated 15-01-26
The communication flowchart on this page highlights the best channel to use for each situation.
Quick time sensitive messages are usually best sent via Business WhatsApp, general queries are solved quickest by the Portal Ai app.
Most other cases should be communicated via the portal chat function.
⚠️ Please note the definitions of 'Emergency' in the Project Terms.
Support Response Times
Your query will be classed as one of the following levels, which will determine response time.
Monthly plans are generally cover Level 1 support requests.
Level 1: Minor
Typical turn around time:
- Web page amends
- General project queries
- Simple data reports
Level 2: Medium
Typical turn around time:
- Creation of full web pages
- New media insertion (images, infographics)
- Simple marketing requests
- More detailed data reports
Level 3: Major
Typical turn around time:
- Custom web page functionality
- Video media
- Marketing campaigns
- Comprehensive data reports.
Support Options
There is no 'default post project' support, unless specified in the signed document or a legacy arrangement in place.
After the conclusion of a project, the below options are available.
Sign up for a Retainer Plan
You can choose support each month or any other services. This includes limited support and meetings according to the agreed scope of your retainer.
Book additional 'on call' support with discounts for previous clients or retainer clients who want additional services.
DEFINITIONS
Project Terms
'Emergency' scenarios
Emergency scenarios that would require immediate assistance outside of office hours include matters such as:
- A critical platform used by a client goes offline. (website, email etc - analytics platforms would not count)
- A data or security breach of agency or client data.
Active Project or Retainer
After a contract has been signed (or generic booked booked) and deposit paid up to the date when Schedule C or Schedule E is signed by both parties.
'Post Project'
The time period after Schedule C or Schedule D as applicable is signed by both parties.
Client help
Let's talk
Choose the appropriate option below to chat or book work.
New clients can book a free discovery session, retainers can book a free catchup.
