Vibe websites are provided for as low a monthly charge as we can, so we always need to make sure we stay quick and efficient at dealing with requests. This primarily means sticking to a fair policy when it comes to how much time we spend on each site.
Over the past year we’ve introduced a scheduling and tracking system (by submitting amendments and support requests by email to firstname.lastname@example.org) which has been of great assistance to us. 100% of our amendments and support requests now go through it.
We’ll now be sticking to the following:
- Amendment and support requests will only be actioned if they are received by email to email@example.com. If you call us to make an amendment, we’ll request that you then put it in an email to firstname.lastname@example.org, as our Developers need to work to written instruction directly from you. Requests received by any other email address will not be actioned.
- We’ll now tell you after every amendment or support request how much time it took, and how much time you have left each month. Unless you have an enhanced support/amendment package** you’ll start each calendar month with 1 hour, as per the terms & conditions of your web package. Each amendment email will be assigned at least 15 minutes to action*.
- Amendments and support requests arising due to an error by Vibe or our hosts will not be charged from your time allowance.
- We will always endeavour to action amendments marked “Urgent” the same day if received before 11am, and will be charged double time (as we are unable to schedule them in an efficient manner, and a Developer will need to be pulled from another project to action it). The exception to this is if the amendment arises due to an error by a Vibe Developer (please see 3. above).
- We can now only take amendment requests from one nominated individual at your organization, to ensure continuity of your website and prevent conflicting amendment requests. We will automatically assume this to be the person we have on file for your organization. If you would like to nominate someone else, please let us know.
- Amendments beyond a month’s allowance cannot be taken from the next calendar months’ allowance (as doing so would require other committed work to be rescheduled, effecting other customers). Extra hours of allowance can be purchased for £25+VAT per hour, to cover outsourcing of the amendment or other committed work.
*All amendments (no matter how small) require a developer to read your request, visit your site, explore its file structure, make the edits required, then check it on every common screen size. Note the 15 minutes minimum time applies only to your email, not each amendment, as we can efficiently combine multiple amendments into the same scheduled visit to your site.
** Our enhanced support package gives an extra hour of amendments per month, and enables a targetted 24 hour (working day) turnaround on your requests. This is available at £18+VAT per month (minimum 3 months) – please contact email@example.com to enquire.