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Policies

Support Policy

Version 07.04.2025.1 3 min read

Support Requests

You can submit a support request into our helpdesk by filling out contact forms on our website, submitting a case via Client Connect, or emailing us.

For efficiency, all issues must be logged in our helpdesk with a clear subject line, detailed message, and any additional information (screenshots, URLs, etc.).

A support request is not intended for:

  1. New project work or functionality: These are substantial changes or additions that constitute a new project.
  2. Amendments to existing functionalities for different outcomes: Changes that significantly alter the original intended functionality.

You may be wondering why we do things this way…

As a website design and digital marketing company, we charge for our time, including advice on features and changes to your website outside of an active project. Our time is a finite resource, and this is how we earn our income.

Consider us similar to other tradespeople, such as plumbers or electricians. When you call and speak with our team, you are engaging with specialists whose time incurs a charge. For example, a plumber would charge to come out and fix a leaking tap rather than talk you through it over the phone.

Similarly, when we provide advice over the phone or via email, you are billed for the time spent sharing our knowledge or conducting research on your behalf.

We offer website support packages and website hosting packages with inclusive support. If you do not have one of these packages, the support time you use will be invoiced.

For new project requests, please email hello@obrienmedia.co.uk or call us on 01793 239239.

Support by Phone

You are welcome to contact us by phone with support enquiries. However, we will still require the request to be put in writing.

If you ask us to raise the support request for you (which you will then need to confirm), there will be a charge to cover the time spent researching and writing the request on your behalf.

We may be able to provide assistance during your phone call, but this should not be assumed. If we can provide support in this way, it will still be chargeable if it falls within the scope of billable support.

Support Agreement Customers

If you have an active support agreement with us, we aim to:

  1. Acknowledge your request within 24 hours: We strive for prompt responses to ensure efficient issue resolution.
  2. Resolve issues within 2 business days: Quick resolution is a priority to minimize downtime and disruptions.
  3. Schedule new work requests accordingly: New project work will be planned and integrated into our workflow based on priority and availability.

Non-Billable Support

Non-billable items include work not functioning as per the original specification. Exemptions include:

  • Adjustments due to changes in third-party services: Modifications required because of updates or changes in third-party platforms.
  • User errors: Issues arising from incorrect usage or updates made by the user, such as content errors.

Billable Support

Billable support includes:

  • Additions or changes to website elements: Enhancements or modifications to existing features or content.
  • Training, queries, and CMS management: Providing training sessions, answering specific queries about your website, or managing your content management system.
  • Investigative or consultancy work: Time spent researching issues, providing advice, or consultancy services for your digital needs.

Support is scheduled based on priority and may incur a charge.

Exceptions

Certain support may be exempt from billing, with each task assessed individually. These may include:

  • Issues undoubtedly our responsibility: Problems directly caused by our team’s actions or oversight.
  • Issues within a complimentary support period linked to a new project launch: Support provided during a predefined period post-launch.

Billing

Support work is invoiced monthly, detailing issues resolved the previous month, billed at £70 (or your agreed support rate if applicable) per hour, or part thereof. Invoices include a breakdown of time spent, with zero-rated exceptions.

For further assistance, contact us at support@obrienmedia.co.uk.