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General

Customer Success Team

This document outlines our Customer Success Team Service intentions and does not constitute as a legally binding document.

Overview

The Customer Success Team is an additional service that 24social offers which carries a separate fee when subscribed to the 24social platform. Please ensure with this additional service that you are happy to agree to the terms as outlined in this document.

The Customer Success Manager is your single point of contact to ensure you are getting the most out of your subscription to the 24social platform. They manage our specialised design and development team’s workload as well as offer strategic support for your business.

If you have a certain number of Professional Services hours with our team, the customer success manager will ensure these are being used adequately and tracked throughout each term that you have agreed to purchase Customer Success Hours.

We offer a range of digital services including (but not exclusively) Consultancy, UX, UI Design, Development, Content Creation, SEO, Security, Analytics, Domain Management and Performance Testing.

Task Lead Time

Design and Development Tasks undertaken are subject to a lead time depending on the estimated duration of the task. Estimated duration of tasks will always be relayed to the main point of contact.

0 hours - 3 hours =  Up to 24 hours Lead Time

3 hours - 8 hours = 72 hours Lead Time

8 hours - 16 hours = 7 Days Lead Time

* Where we endeavour to always deliver quicker than stated, these are target lead times that our team adhere to where possible.

Customer Main Stakeholder

To ensure efficiency between the customer success manager and your business needs, we ask that you appoint a member of your team to act as the Main Stakeholder. This person will always be consulted before releasing work to live and will be the only person who can action our customer success team to commence work which uses up the contracted hours. This ensures clarity when work is briefed and no conflict between staff.

Operational Hours

The Customer Success Team operate during our business hours of 9:00am and 5:30pm

Contactable Hours

The Customer Success Manager is contactable during the operational hours of 9:00am and 5:30pm

Contact Methods

Our contact methods are by email and phone. You will receive the contact details of your designated customer success manager at the beginning of the usage of the customer success team service via email. 

Note: Where an issue with the 24social platform arises during the operational or non-operational hours of the Customer Success Team, the issue may be highlighted by the Customer Success Team to the 24social Platform via the methods outlined in the Service Level Agreement Document. The resolution of any issue with the 24social platform will always be resolved in accordance with the Service Level Agreement Document.

Internal Tools

Our Customer Success Team use third-party software such as Jira to enhance our ability to administer your tasks and our resources. Joining our internally used tools come at no additional cost to you and are completely optional.

Weekly Review Meetings

Weekly reviews are offered as part of the Customer Success Team Service. This meeting includes the Customer Success Manager and the Main Stakeholder. Other Customer Success Team members may be included where necessary if deemed beneficial to understand the scope of tasks.

The time limit set to these meetings is 30 minutes which amounts to 2 hours per month if 4 meetings are held in a month. These hours are not deducted from the monthly allowance in order for all hours to be spent on tasks.

Quarterly Review Meetings

Quarterly reviews are offered as part of the Customer Success Team Service. This meeting includes the Customer Success Manager and the Main Stakeholder. Other Customer Success Team members may be included where necessary if deemed beneficial.

The Quarterly Reviews run through a set agenda set by The Customer Success Manager. The time limit set to these meetings is 3 hours which amounts to 12 hours per year.  These hours are not deducted from the monthly allowance in order for all hours to be spent on tasks.

Access to Your Organisation Account

When using our Customer Success Team service, you agree to the ability for designated staff members of the customer success team to act on your behalf via the 24social dashboard. They will operate under a profile named “24social Support” with and email of {yourcompany@24social.io} . This helps maintain a clear trail of change as well as helping you identify what changes we have made for you.

Content Responsibility limitations

With the services provided, we offer the assurance that we operate under all legal requirements regarding content publishing standards. Media published by the customer success team on your behalf will be available for use by open-source libraries.

Quality Commitment

Our services support you by creating page templates that interact with your organisation’s account on the 24social platform. Our coding practices adhere to best practices and ensure that our code is compliant with w3c standards.

In the event that code is published with a defect relating to the Customer Success Services, our Customer Success Team will resolve the issue within operational hours.

In the event of an issue with the platform, please refer to 4.2 of the SLA doc.

Publishing to live

In order to never publish something that wasn’t intended to be, we have a strict step in our internal process to check with the Main Stakeholder that the work is ready for release. Without the approval of the Main Stakeholder. Changes requested by the main stakeholder that affect publishing or unpublishing from live as part of the task, will not require to be checked.

Platform Availability - (Reference Platform SLA doc)

Tasks are completed where the 24social platform is available. In the event that the platform is unavailable, the resolution process should be referenced in the Platform SLA document.

Fees (As stated in the order form)

A fixed price is charged for each hour agreed to for the Customer Success Team Service in the order form. This is subject to any additional agreements made in the order form contract. Any hours unused during a month may not be rolled over into the next month.

Standalone Contracts (Unique Projects + their own cost)

If work is desired to be undertaken without using the Customer Success Team, please let us know and we are happy to quote for an individual project. This will be subject to standalone fees in relation to the separate brief.