Our Customer Commitment
Our goal is to provide professional, timely and outstanding customer service for all of our clients. With that in mind, we have developed the following processes to advance major scheduled projects with minimal delays, while still providing positive turnaround for smaller updates or immediate needs.
Project Scheduling
The most successful ontime projects occur when we meet our deadlines and you meet yours. To initiate the programming process, we require from you:
- approved final content which includes: high resolution logo, all text, images, photos
- approved design which includes: final approved site map/navigation
We are constantly working on multiple projects simultaneously, in all stages of development. We have a regular weekly status meeting to discuss progress on all active projects and new project requests. Updates are communicated to our clients after these meetings.
When you provide us with your feedback, corrections, and data according to the agreed upon timeline, we are able to complete our work for you on or close to schedule.
For all active website projects:
- IMC will do everything possible to meet project deadlines provided to our customers in advance. If necessary, we will work overtime, at no additional charge to meet these dates.
- If the necessary information or content is not supplied to IMC by the date agreed upon, the project will be rescheduled following receipt of the information. The project may be re-prioritized so as not to conflict with other dates already promised to other clients.
Project Scheduling
The most successful ontime projects occur when we meet our deadlines and you meet yours. To initiate the programming process, we require from you:
- approved final content which includes: high resolution logo, all text, images, photos
- approved design which includes: final approved site map/navigation
We are constantly working on multiple projects simultaneously, in all stages of development. We have a regular weekly status meeting to discuss progress on all active projects and new project requests. Updates are communicated to our clients after these meetings.
When you provide us with your feedback, corrections, and data according to the agreed upon timeline, we are able to complete our work for you on or close to schedule.
For all active website projects:
- IMC will do everything possible to meet project deadlines provided to our customers in advance. If necessary, we will work overtime, at no additional charge to meet these dates.
- If the necessary information or content is not supplied to IMC by the date agreed upon, the project will be rescheduled following receipt of the information. The project may be re-prioritized so as not to conflict with other dates already promised to other clients.
Immediate Site Updates
If you are thinking about an update to an existing site or need to meet a specific deadline, please contact us as soon as possible so we can discuss available options.
We give our honest assessment regarding the work involved in each request. Some items that seem like they would be a quick update could actually be fairly complicated, while other items that may seem complicated could be quite simple. Giving us a “heads up” will help us prepare.
Given the large number of “immediate need” requests and resulting scheduling delays for other projects, we have instituted the following policies to make sure everyone is treated equitably and fairly.
- Updates to written content, photos, etc. will be fit into our work schedule or, for larger updates, scheduled at our regular Monday morning status meetings. We guarantee it will take no more than 5 business days from receipt to completion.
- Updates to scripts or databases can often be more complex than they appear, and they are therefore quoted in advance of our doing the actual programming. Upon written acceptance of the quote (email acceptable), IMC will schedule the project and communicate the projected dates after the next status meeting.
- “Immediate need” updates that require tasks to be completed within 2 business days or less will be evaluated. If the timeframe is possible, given the technological requirements of the request, a 25% rush charge will be added to the invoice to cover the overtime necessary to complete the task. Some requests are simply not possible, given the scope of the request. That information will be communicated back to the client and a realistic completion date discussed.
- “Immediate need” updates that require work to be completed between 5pm Friday and 8:30am Monday or over a holiday will incur a 50% rush charge.
Providing & Editing Content
“Content” is the information you provide on your site. It includes text, images, videos, and anything else presented to your site’s visitors. To reduce the amount of time necessary to complete an update or build out a new site, we have found the following content management procedures work best:
For Written Content:
Please send original content and all changes to us electronically. We can accept a wide range of files (Excel, Word, PDF, etc.)
Make sure that all content has been spell checked, edited for correct grammar and reflects the formatting you desire. We do proofread written content, but YOU have the final “word” on what is considered approved and final content prior to publication.
EDITS: Be as clear as you can regarding what needs to be done.
- If it is a simple change, you can put it in an email. (Please be clear in your subject line that the email contains site update information.)
- If you would like to send a marked-up copy in a PDF to accompany the changes, please feel free.
- Please date and clearly mark updated documents so we know what has changed. For example, change the color of the text or highlight it. Or, give us some other type of clear instruction as to what we need to do.
- If we don’t have instructions otherwise, it introduces a larger margin for typos and other errors and slows us down as more proofreading is necessary. We also often need to clean up the copy and reinstate any special formatting.
Please avoid sending paper copy of your content, or emails with numerous changes, as we must retype everything. This is time-consuming and creates greater potential for errors.
For Image & Video Files
- Please save files with relevant file names (i.e. JoeSmith.jpg is much easier for us to work with than DSC10983.jpg).
- Images do not need to be more than 100 dpi for online use. We are happy to resize images so they fit the space available. If there are any questions, it is always better to send us a larger, higher-resolution image as it can be reduced. It is much harder to increase the size of a small, low-res image.
- Clearly indicate what pages you would like the images on (i.e. JoeSmith.jpg should go on the About Us page).
We review your changes as they are received and try to ask questions at that time. Sometimes, however, the questions are not evident until we get into the work. We hope for quick turnaround when asking questions so that we can complete your update in a timely manner.
eEMERGENCY SITUATIONS
You can contact us after hours via text message. Please reserve this ONLY for true emergencies, as the message is forwarded to the personal cell phone of staff members who may or may not have instant computer access.
This should be used to report immediate information about unusual problems that we can address via cell phone (i.e. contacting technical support if your website is down). Please note that we have 3rd party tools that monitor our servers and alert us via text message if there is a problem.
If your website is down and the cause is server related, we probably already know about it and someone is working on it. Emergency updates can be completed as soon as a representative is available. Please note we do not have 24/7 staff.
To reach us in an emergency email help@imediaconsult.com.