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