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Service levels

General email & phone messages

We will get back to you on the same business day. Sometimes we will not be able to fix the problem or answer your question that day. In which case we will explain this to you and send the request to our second tier support or a specialist to help with. Generally such requests take up to 3 business days to process.
 

Time & Materials


Project start dates are dependant on:

The following timelines are all based on average workload, but these times can be less or more depending on a number of variables, such as:

  • What stage your website project is at. Sometimes it does not make sense to load the content of your website because other tasks need to be completed first. For example we cant start loading content until the website has been built.
  • Your priorities. Sometimes there are more important tasks that need to be completed first based on your website objectives 
  • Third party involvement, such as an integration company completing their work or a third party design company providing the logo.
  • Your availability for meetings, input and sign-off.
  • The supply of content such as photos, copywriting, design work ie logo, products to load, planning of a promotion
  • Zeald workload and schedule. We do experience a peak season and heavy work load, especially leading up to Christmas.
  • The collection of data. Some projects require a period of time to collect data through analytic's or similar metrics. We need a period of time and enough data to make educated decisions

For an uptodate estimation of Time & Materials start dates please contact our support team 

If we do not think we will meet our suggested milestones, we will do our best to communicate with you as early as possible the reasons for possible delays and provide you with updated estimated milestones.
For urgent tasks we can discuss these with you and possibly re-prioritise with the team to see if we can fit them in the schedule earlier.
We can work on other tasks in other areas to maintain a forward traction

New sales - Processing period

3 days
If your project is a new sale, it will need to be processed through accounts. You
should expect a call from your project coordinator or DSS (Dedicated Super Support) to schedule the commencement within 3 business days after acceptance of the estimate.

Customisations

Estimated period for scheduling commencement

Small (0-16hrs): 1-4 weeks
Medium (17-74hrs): 3 - 8 weeks
Large (75hrs+): 6-12 weeks
 

Online marketing and website optimisation projects

Estimated period for scheduling commencement
Once the sale has been processed or if you have budget on a payment plan your preferred contact or your DSS will schedule the commencement of the work in the next available slot with a specialist (dependant on your availability).
Usually within 5 working days. 

Estimated 
period to complete 
A small job may be completed in the first session within 2 hrs and a bigger job will be discussed and planned over a period of time. Larger jobs may take 12 months or more and are dependant on many variables.  Optimisation work is a continuous cycle of testing, measuring and tuning. 

Web admin

Estimated period for scheduling commencement
Once the sale has been processed or if you have budget remaining on a payment plan your preferred contact or your DSS will schedule the commencement of the work in the next available slot that works for you. Usually within 5 working days. 

Estimated 
period to complete 
A small job may be completed in the first session within 2 hrs and a bigger job will be discussed and planned. larger jobs may take 6 months or more and dependant on many variables.

Fixed price products


Websites

Including new websites, Redesigns and Responsive design
Broken into stages:

  1. Plan: Estimated time 5 days
  2. Initial design: Estimated 5 days
  3. Design review: Estimated 5 days
  4. Development: Estimated 5 days. Milestone design approval
  5. Content loading: Estimated 5 days
  6. Launch: Estimated 24 hrs

Minimum: Estimated 5 weeks +

These estimated timelines are dependant on a number of variables, such as

  • our schedule & availability,
  • your schedule & availability,
  • number of changes and reviews,
  • supply of required files such as logos or copy
  • third party input

If you require an urgent website build, or you have a specific date you need to launch, please discuss the option of fast track project management with your consultant

Upgrades and addons

Such as Slideshow, forums, blogs, Product options ......
Generally within 5 working days
Can take longer depending on the complexity of the addon and if your input is required. ie structure and preferences for a blog. Some addons are also dependant on the website being built and if design if is required such as email marketing.