Support
On Demand Service
Create a support ticket by emailing to:
We do our best to respond to all emails we receive via support@projectie.com on business days within 24 to 48 hours with an indication of the schedule."
Urgent*:
spoed@projectie.com
+ 31 (0)71 513 89 85
Mon - Fri 10:00 AM - 6:00 PM (CET)
support@projectie.com
How does it work?
We prioritize support tickets based on impact and urgency. This way, we can give priority to critical issues and provide clarity on the scheduling of other tasks.
Prio 1
We prioritize support tickets based on impact and urgency. This way, we can give priority to critical issues and provide clarity on the scheduling of other tasks.
Prio 2
Non-critical bugs, new features, website expansions, or content changes are scheduled and processed within 2 to 3 weeks.
SLA
For service level agreements, the current SLA terms apply.
Urgent?
If our schedule is full, but you would like us to complete a task within 24 to 48 hours, you can make an urgent request. The offered rush rate is variable and based on our capacity, the complexity of the task, and/or whether the work needs to be carried out outside of regular office hours.
Developer Availability
Unfortunately, our developers are not directly available by phone. To get advice from a developer, it's best to email support@projectie.com to schedule a call if you need a developer's advice. Your message can then also be handled by another colleague if your preferred developer is not available.
Useful information
Support pricing
Rate:
1 credit for 10 minutes
(minimal charge 1 credit per request)
Urgent:
On request
Credit pricing:
1 credit = € 22,50 ex. VAT
*The urgent rate only applies if the client specifically asks the request to be processed as an urgent request and agrees to the (additional) costs. Leniency will be applied in case of severe malfunctions or security incidents.
You can purchase credits via the on-demand portal.
Payment
If you have a support contract, retainer or subscription the credits will be charged from the credit balance of your account.
If your credit balance is negative you will receive an invoice for the services provided plus 1 credit in administrative costs.
If you wish to buy credits yourself, please contact your project manager or info@projectie.com to discuss the prefered method.
You may also reach out to your project manager or info@projectie.com to ask for information regarding the history of services already provided.
Tips & Tricks
- Try to bundle related request into a single email
- Please use clear email subjects when sending an email
- If possible provide a screenshot of the bug or incident
- Try to Google! You'd be surprised at how many others encountered the same problem (and found a solution!)
- Don't transfer domains or email accounts on fridays
- Try to refresh your browser, sometimes bugs magically dissapear that way
- Send large files using WeTransfer
Self-hosted?
If you host your website yourself our support services are limited. To prevent services from being charged double we recommend to align the role and responsibilities of your systems administrator or hosting provider.
Did you encounter a bug in our suppport?
Questions, complaints or suggestions for our helpdesk can be send to info@projectie.com.
Complaints or conflicts will be handled in confidence by the management.
Available services
Based on your subscription or contract you have access to different services. Please contact us if you wish to know more about your contract.
|
Service |
On Demand |
On Demand + |
SLA |
|
Website / Webapp support |
✓ |
✓ |
✓*** |
|
Email support |
✓* |
✓* |
✓*** |
|
Drukwerk / Print |
✓ |
✓ |
✓*** |
|
Plugin updates |
✓** |
✓ |
✓*** |
* Only if we provide the email service (Google Workspace / Sendgrid)
** On request paid for with Credits
*** In accordance with SLA
Studio Projectie B.V.
Pieterskerkhof 38
2311 ST, Leiden
KVK: 55888356
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