Client Resources
After the launch of a website and completion of initial engagements, Duo Consulting provides ongoing support to its clients through its Client Services division. Client Services is staffed with technologists who assist with the continued growth of your site.
Self Service Client Portal
All clients may click the link/headline above to submit inquiries directly into Duo’s ticketing system.
Client Services
While most clients will make use of a Content Management System to update content after launch, Duo’s Client Services team can be called on to assist in any number of areas, including (but not limited to):
- General content updates
- Adding new website sections/pages
- Search Engine Marketing
- Website analytics
- Non-CMS managed enhancements
- Global changes to code or templates
- Hosting/Bandwidth issues and inquires
- Social media marketing
Service Introduction
Members of the Client Services team shadow the project throughout its development. However, our direct contact with a client and their project does not end there: Duo understands that every client has unique needs related to the ongoing support of their website, and therefore desires to have an introductory meeting upon transition to Client Services.
During this initial meeting several elements will be discussed in regards to working with Duo post launch. Items covered include communication guidelines, as well as the establishment of agreed upon work-cost thresholds which can allow for faster execution and resolution of inquires.
General Guidelines
Service Inquires & Requests (sitehelp [at] duoconsulting [dot] com):
Our preferred method of communicating a new inquiry or request to the Client Services division is via an email, specifically sitehelp [at] duoconsulting [dot] com.
Sending an inquiry to sitehelp [at] duoconsulting [dot] com more quickly facilitates Duo’s request process, which is initially reviewed by the project management and development teams. Inquiries are monitored continually. The turn-around time for estimates on non-critical issues is typically three business days.
All clients may make use of Duo’s self service client portal where inquires may be submitted directly into Duo’s ticketing system. This allows the client to set varying levels of prioritization on inquires, and monitor the progress of each case. Clients are encouraged to make use of this portal, but are not required to do so. Emails sent to the sitehelp [at] duoconsulting [dot] com (sitehelp) address will generate a case, and communication and updates can proceed via email.
Work Estimates
All work requests submitted to Client Services go through a stage of time and cost estimation where the total effort to perform the requested task is evaluated. Client Services will submit the estimate to the client for approval before work is performed.
Because this estimation approval stage imposes an unpredictable delay in task completion, and a large majority of requests can be classified as “quick fix” in nature, any requests submitted by clients that can be completed at a billable cost of $300 (approximately 2 hours) or less, will be performed with an assumed client approval up to this dollar amount.
Communication
Duo’s Client Services division is always happy to communicate with clients directly via email or phone, and clients should be comfortable reaching out directly. Email Client Services at sitehelp [at] duoconsulting [dot] com or call 312-529-3009 for update requests or questions related to inquiries which have been submitted.
Service Level Agreement (SLA)
Duo strives to be as clear as possible with its clients regarding expectations for work and deliverables. As such, Duo and its clients commit to the following as guidelines for a mutually acceptable working relationship:
- Warranty issues clearly identified at the end of the project will be resolved by the Client Services group; these are generally functional issues and not stylistic issues.
- Any requests submitted by clients that can be completed for under $300, or in under 2 hours will be performed with an assumed client approval up to this dollar amount.
- Clients are only charged for the actual time spent on work in 15-minute increments (.25 hours).
- Turn around time for estimates on non-critical issues is typically three business days.
- Development is done during standard business hours, Monday – Friday.
- Duo will not make changes to websites on Fridays or prior to major holidays so that we can be in the office and available for any post-launch issues.
- In order to keep hosted websites in compliance, Duo will not store sensitive information (credit card information, social security numbers, etc.) in its databases or in code; Duo will work closely with clients to find acceptable alternatives to such storage.
- In order to maintain code accuracy, Duo will keep open a maximum of three maintenance cases awaiting client review before starting a new case.
- If Duo does not host the production website, there may be limitations on the type of work that Duo can do for the site; specific constraints will be worked out with each client, but generally Duo cannot engage with any infrastructure-related issues.
- Any invoice questions should be brought up for mutual resolution within that current invoice period.
These guidelines are based on more than 10 years of experience and serve as protection for Duo and our clients. Questions about any of these items can be clarified by contacting Client Services at sitehelp [at] duoconsulting [dot] com or 312-529-3009.