Our Primary Contact Method Is Through The Online Ticket System.
As an Internet-based company, our primary method of communication is done online. We may also offer support and assistance via Live Chat, and phone meetings by appointment; but due to the technical nature of the work, you need to be comfortable with written communication, and maintain current email contact information on file with us.
All design work requests need to be in writing.
A friend once gave me her email address over the phone. She said "It's easy. It's "Green eyes at hotmail." So of course, that was exactly what I tried, how she had said it. It turned out her user name was a variant spelling and "eyes" was actually "eys." Usernames, email addresses, error messages...all can be relayed with much more accuracy in written form, leaving no room for interpreting what you hear.
Unless otherwise requested, please send all communication through the online ticket system (using the correct department for your request or support need). This provides a copy of all correspondence in an easy to reference manner, so there is never a question as to what was requested, agreed to, and the date of each. To transfer large media files please see File Transfer Procedures for instructions on how to send us the files (graphics, images, photos, documents) we'll need for your website, and what file formats are acceptable.
Please allow 24-48 hours for a reply, and we allow you the same. If your question is quick and easy a reply will be sooner, but in some cases research to an answer may be needed, or the work may be completed before the ticket is replied to. You will know we've received your reply or question as it will be instantly visible and added to the online ticket. Unless otherwise specified (such as an emergency situation), we always allow at least 24 hours for a reply from you. In most cases questions are saved for progress meetings.
One Website Project, One Online Ticket.
Each project is assigned a number at the beginning, which coincides with the ticket number used for communication. Yes, I did say we don't use account numbers, but the database does better with numbers than with names. Please keep all replies/communication in this one ticket for ease of reference, rather than opening a new ticket for an existing project. Each new email to the online ticket system spawns a new ticket number. Please either use the web-based Client Portal or reply by email without changing the subject line of the ticket notification email.
Please don't try to CC someone on the ticket, or reply from a different email address, or the system won't be able to filter your reply properly back into the existing ticket, and it will likely be bounced as spam.
Short, Sweet, and To The Point.
When asking questions, answering my questions, or making an initial design request, be descriptive yet concise. Give me enough details to know what you want, but please stay on topic. Don't make me ask you 20 questions or try to read or mind, but I also don't need your life story, what you think of the state of the Internet, your political beliefs, or the problem you're having with your computer. If you want to be social and chit chat, we can do that on Facebook. Remember that design work order tickets are meant for exactly their stated purpose, and to be used for reference. Time is money. This is for your benefit as well as mine, especially if you're paying by the hour. Communication beyond what is necessary will be billed accordingly.
Discussion of this project (between us) should also only happen in this ticket. Not in voicemail, Facebook Messenger, texts, separate emails, or smoke signals. All the relevant information to this project needs to be in ONE place, where I can find it. Live Chat is the only exception. When we utilize the site's Live Chat for online meetings I can merge that transcript into your existing ticket.
Live Chat For Quick Questions.
Sometimes you just need a quick question answered, and don't want to wait for a reply to a ticket. Live Chat is a good option, though availability varies. Please keep this to simple, quick questions...Live Chat is not a substitute for submitting a work order/request through the online ticket system. Anything significant (changes, decisions) we discuss or agree upon in Live Chat will also need to be backed up in writing through the online ticket system.
Live Chat is also used for online progress meetings.
Phone Meetings by Appointment.
For projects of $5,000 and up, I'm happy to discuss issues over the phone if you find it easier to verbalize your thoughts. In order to be prepared and give you my full attention (stop or finish what I'm working on, ready to take notes, etc) all phone meetings are by appointment only. Please know that anything we discuss or agree upon verbally will also need to be confirmed in writing by you, adding to the existing online ticket.
One Primary Contact.
Unless prior arrangements have been made, there should be only one main or primary contact from your company or organization. The primary contact doesn't need to be the main decision maker, but it works best if the primary contact is comfortable with Internet technology, email and can communicate through those mediums.
Within the online system you can specify additional contacts to can receive copies of our online communication automatically, and a separate billing contact can also be set. You can even list other email addresses you may use so our system will always recognize it's you. But for issues of clarity, there needs to be only one "go to" person. I never want to be put in the middle of a power struggle or receive conflicting directions, and this happens more often than not when more than one person is authorizing changes.
