AGENCY OPERATIONS
Support & Communication
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.
- Post project support must be part of a monthly plan or booked - see options.
💛 Clients who have undertaken a full project receive a lifetime 20% discounted rate for on booked support.
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. This 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.
'Max duration pause' only comes into play if the 2 factors covered in the project terms apply. In these unusual situations, we understand and empathise that life will sometimes throw us curve balls and our attention has to be diverted to more important personal matters. However commitments have likely been made to other parties for project start dates, so 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.
Getting Support
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:
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: Active Project
Active projects receive complimentary support, generally within 72 hours (during work hours).
Project Management App
Business Email
Booked ZOOM Meetings
Support: Post Project
The 'post project peroid' is after after Schedule C is signed by both parties.
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.
How should I get in touch?
The communication channel and response time will depend on your query.
Use the flowchart below to understand how to get in touch.
⚠️ Please note the definitions of 'Emergency' in the Project Terms.
Client help
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