Response Times
Brisbane Web Design Agency will use the following guidelines to prioritise web support requests, with the goal of beginning to work on the problem within the target time frame. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.
| Severity Level | Definition | Target Response Times | Target Resolution |
| 1. High | Performance or technical issue Example: The website has an issue with its performance or other technical issue. | Within 1 Business Hour | Within 1 Business Day |
| 2. Medium | Adding Site Functionality, General Content Changes Example: Client needs assistance updating content on their website or needs assistance creating a new form or product on their website | Within 1 Business Day | Within 2 Business days Depending on the complexity of the requested functionality, a meeting to discuss the project and timelines may be necessary. This will be scheduled within 3 business days. |
| 3. Low | Minor changes Example: Client has some new or replacement images they want loaded on their website | Within 3 Business Days | Within 5 Business days |
| 4. Other | Project-related Discussions Example: Client knows what they want to achieve on their website but unsure how to meet the desired outcome | Within 1 Business Day | Meeting will be scheduled to determines project timeline within 3 business days |
Escalation
Any Client not satisfied with the level of service related to a web support request should contact the CEO, who will review your input and respond to you with the action taken.
Other Requests
Requests not covered in the scope of this service can be submitted through email and will be referred on to the appropriate individual(s).
Hours of Coverage
Web content management support is provided by the Brisbane Web Design Agency team Monday through Friday, 8 am to 5 pm Australian Eastern Standard Time, on regular business days. Out of hours support is available via phone or email ticket, and is billed at $99 per hour.