Almost any task, at two tiers.
Work is grouped into two tiers so routine tasks are charged at a routine rate and the engineering rate applies only to engineering.
Tier one covers content and design: text additions, a landing page for a campaign, a design refresh on an existing application, photo editing, and on-page search engine optimization with a ranking audit.
Tier two covers engineering: a content system upgrade with backups and full quality control, a bug fix on a React Native application and its resubmission to the store, a speed audit with the repairs it finds, cloud server maintenance, and feature work on an existing application in most frameworks.
Everybody supporting an account has at least four years behind them at tier one and at least ten at tier two. Design and engineering are done in our own Southern California offices.
The team that built it is the team that answers.
Four things worth knowing first.
Packages or on demand
A package buys discounted hours, faster turnaround and dedicated staff. On-demand work is the standard hourly rate with no monthly commitment, which is the sensible way to try us.
Turnaround
Every request gets a turnaround quoted within one business day, and immediately where there is an SLA or a genuine emergency. Times are measured in business days from request to completion.
Contracts
A package runs for a minimum term, then continues until cancelled with 30 days’ written notice. On-demand work needs an agreement but no minimum and no money upfront.
Billing
Hours are logged in detail and issued monthly, or on request. The billing and reporting portal is available to a client at any time.
A typical month usually looks like.
Support covers a wider range than most agreements do, because the alternative is an organization holding three vendors for one website.
A typical month has several small things and one substantial one. Text and image changes across a handful of pages. A landing page designed, built and launched for a campaign with a date on it. A content system upgrade, taken with a backup and a full pass of quality control afterwards. A defect fixed in a React Native application and resubmitted to the store.
Then the less predictable work: a speed audit that turns into a set of repairs, a design refresh on an application that has been running three years, cloud server maintenance, an on-page search and ranking audit, a photograph that needs editing before it can be used, or an afternoon of consulting on the architecture of something being planned.
Work is grouped into two tiers so a text change is not billed at an engineering rate, and engineering is not attempted by somebody who should be making text changes. Everybody supporting an account has at least four years behind them at tier one and at least ten at tier two, and design and engineering are done in our own Southern California offices rather than subcontracted.
Every request gets a turnaround quoted within one business day, and immediately where there is an SLA or a genuine emergency. Hours are logged in detail, issued at the end of each month, and visible in the reporting portal whenever a client wants to look.
