SUPPORT TICKETS


Need help?

Active clients of The Creative Collective are invited to submit a support ticket with us. If you have an issue you are encouraged to lodge your request for support to [email protected].

Sending an email to this address will trigger a ticket to be created in our system.

Your support request is important to us and we’ll be in touch ASAP to action it.

Generally you can expect a response or solution within 24 hours or sooner if your issue is an emergency.

ABOUT OUR SUPPORT SERVICE

What is considered an emergency/urgent/high priority?

An emergency/urgent/high priority issue is one which renders either your website, email, campaign etc down or in operational. Such examples would be:

‘My website is down’

‘My email is down’

‘I can receive but not send emails’

‘My Adwords campaigns doesn’t appear to be running’

What if my support issue is not an emergency but is an urgent request all the same? 

If you’re request is only urgent due to leaving it to the last minute or urgent changes have popped up as a result of an opportunity, we’ll do our best to squeeze this in as quickly as possible, but genuine ’emergencies’ will take priority. You may also incur a ‘fast turnaround fee’ if our team needs to ‘bump’ work which has been lodged in the production schedule prior, or if we have to work afterhours/weekends/public holidays to get it done for you. We’ll let you know in advance what/if any fees will be charged.

Will it cost you for support? 

We charge nothing for the first 15 minutes provided this is not a regular occurrence, and thereafter in 15 minute increments at a rate of $120+GST per hour. We will charge an ‘investigation fee’ of $60+GST should the need to look into an issue arise. After this time we will give you our verdict of how to resolve the issue. If the issue is a result of something that’s our fault, no charges will be incurred.

For all general work requests

For all general work requests, we will generally complete these within 48 hours. We will of course, always confirm with you the hours involved and raise a quote for sign-off before commencing any work.

General work requests may include:

‘Could you add this content to my website’

‘Could you change the XYZ on my site’

‘Could you prepare a monthly newsletter for me’

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