All kinds of support, in all of its guises…
Face to face, inbuilt help guides/video in our CMS, telephone support, Skype/Zoom/Join Me support, video tutorials, PDF quick reference guides, and structured training for your specific site setup.
These entire items figure into our support offering, making it, we think, the most comprehensive service offering. Our support starts with how robust our software is. We have not had a core system bug in our software since 2008. Our service uptime, measured from 2004 to date, is 99.997%. Since 2004, we have reinvested 24000+ hours into refining and polishing our software into being a market leader in stability. This means that on an annual basis, we deal with almost nil technical support issues.
So what do our clients need help with and how is that delivered?
Most of the websites we supply have their regular content (jobs) delivered to them by third-party systems like their ATS or job posting tools. The API we have for this tool is open to all vendors and comes complete with all the guides and technical data the ATS or job-posting vendors need, and we have a login and download area for vendors to interact with your site. We also support this process with a video tutorial and quick references worksheet. Further support can be provided by our support team/support ticket system if the third party gets into any difficulty.
All other content
The remainder of the content on the website is supported by one-to-one training with your staff members nominated to manage the site. This is typically in the form of screen-share sessions where we break the uses of the CMS features down into two to three one-hour sessions.
These sessions are then backed up with video tutorials (these videos can be accessed on each page for the CMS), downloadable training sheets, and support requests to our support team.
Outsourced CMS support
If you and/or your staff feel unable or do not have time to manage the CMS, then that task can be outsourced to us, and we offer an SLA for site updates that range from same to next-day delivery. Outsourced CMS support is from £50 to £150 per month depending on the volume of time used and is a 30-day rolling contract.