What are the general turn around times for service requests at the support desk?

What are the general turn around times for service requests at the support desk?


Turnaround Time Estimates: Below you’ll find our general guidelines and policies for submitting custom work orders to Support using your Concierge Hours. Work orders can include drip campaigns, email templates, landing pages, etc. To learn how to submit a custom work order, go to our article How do I submit a work order to Mindmatrix to create an asset?

MSP Advantage & MarketNow Concierge Members

As part of your program agreement, you may be eligible to work with the Client Services team on various projects related to your marketing efforts.


Project ideas include:

  • Importing contacts from business cards, excel files or CSV files you provide

  • Editing existing single email campaigns

  • Creating campaign emails with content you provide

  • Updating landing pages with content you provide

  • Updating social media posts with content you provide


What is the SLA for Mindmatrix?

Unless otherwise noted within a contract, the SLA (Service-level Agreement) for responses from Support to submitted tickets and emails is 4 hours during normal business hours (M-F, 9am-6pm EST) 

(Ex. if a ticket is sent 5 pm EST on a Monday, Mindmatrix Support will contact you by 12 pm EST the following Tuesday.)

Can I receive custom requests the same day that I submit them?

In most cases, it is not possible for our team to promise turnaround times within the same day you submit your request.

For this reason, we ask that you submit requests in advance with at least 3-5 business days notice.
While our team cannot promise changes within 3-5 days, we can work to provide estimates within the same day of submission (depending upon the complexity).

How can I guarantee that my requests will be fulfilled “on-time”?

  1. Make sure you are responsive to requests for approval. Our support team will not publish or distribute an updated asset without receiving approval from you on changes. 
  2. Provide as much detail as possible to help our team make creative decisions or changes. Repeated revisions or follow-up questions will prolong the production process.
  3. Submit your requests early. We manage hundreds of requests every month and take every client request seriously. Please be mindful that submitting a request as Critical or Important does not guarantee you will be moved to the front of the production line.
    We are committed to honoring all requests for all of our clients with consideration and care.

Estimated Custom Project Timelines (all customers)

How long does it take to complete an order for an email?

After your request for an email order is accepted you should expect a turnaround of 3 to 5 days for a single campaign, depending upon the scale and complexity. 

 

How long does it take to complete an original landing page?

Landing pages also vary based upon the complexity of the request. Please allow 3-5 business days for any landing page order. If your order will take longer than this, we will update your ticket and let you know.

 

How long does it take to complete an order to import or update contacts?

Generally, this can be done on the same day. However, if there is a large number of requests, please be prepared to expect a turnaround within 24 hours after your request is accepted. 

 

How long does it take to update content in an entire email drip campaign?

Updating content in an entire email drip may take up to 2 to 3 business days.

Rush Orders

If you need a custom project within 24 hours or by a specific time, you may submit for a rush order. Rush orders are billed per hour and are an additional cost. You may contact your sales rep in order to submit a rush order. 

Special Considerations for Websites created and run by Mindmatrix

  • Custom websites from Mindmatrix have monthly maintenance hours as outlined in your contract. These are separate from Concierge Hours.

  • Website changes will have turnaround times depending on the request.

  • Oftentimes, changes that seem inconsequential are hardcoded into the system or require several levels of change to complete. Our Support team will provide a turnaround timeline after responding within our standard 4 hour SLA.

  • Depending on the complexity, our support team will share when changes can be published on your website.

For Mindmatrix Run Websites:  What changes tend to have faster turnaround times (2-3 days)?

  • Updating a single webpage

  • Text changes

  • Image changes


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