Post-delivery support – Graphics Design
1. Graphic Design Support
Scope of Post-Delivery Support for Graphic Design:
- File Delivery & Formats: After the delivery of your final designs, we provide you with all relevant design files (e.g., AI, PSD, PNG, JPEG, SVG, PDF), along with any associated fonts or assets used in the design.
- Design Revisions: Clients are entitled to a specified number of revisions (1-3 rounds) post-delivery to ensure the design meets their expectations. Additional revisions will be billed.
- Minor Changes & Fixes: We offer support for minor adjustments such as resizing, color changes, or typography tweaks within a designated period (14 days) following the project completion.
- File Optimization: We provide guidance on optimizing design files for various platforms (e.g., web, print, social media) to ensure designs look perfect across different mediums.
- Asset Usage Assistance: Clients can request guidance on how to use, implement, or modify design assets for marketing or branding purposes.
Response Time for Support:
- Initial response: Within 6 hours.
- Revisions and minor changes: Within 3-5 business days, depending on the complexity of the request.
2. Community Management Support
Scope of Post-Delivery Support for Community Management:
- Social Media Strategy Consultation: After the delivery of the community management setup, we provide a follow-up consultation to ensure the social media strategy aligns with evolving business goals.
- Account Monitoring & Insights: We offer ongoing monitoring services, including tracking engagement metrics, identifying trends, and reporting insights to improve community engagement.
- Content Calendar Updates: Post-delivery support includes updating the content calendar and making suggestions for new content based on current industry trends and audience feedback.
- Crisis Management: If any PR issues or community crises arise (e.g., negative comments, online backlash), we offer support in handling the situation, providing strategies to mitigate damage and protect your brand’s reputation.
- Community Engagement: We offer continuous advice on fostering engagement, including tips for better interaction with followers, responding to comments, and implementing new engagement strategies.
Response Time for Support:
- Initial response: Within 1 business day for urgent inquiries.
- Monitoring & reporting: Monthly reports and performance reviews.
3. Web Design Support
Scope of Post-Delivery Support for Web Design:
- Bug Fixes & Technical Support: We provide support for any technical issues or bugs discovered after the website goes live, including fixing broken links, page errors, or compatibility issues across browsers and devices. E- commerce websites 3 month maintenance is offered. All other website types maintenance is offered for 30 days
- Content Updates: Clients can request minor content changes, such as text edits, image swaps, or the addition/removal of simple elements on the website.
- Website Performance Optimization: We monitor and provide support for website performance (e.g., loading speeds, mobile responsiveness) and provide suggestions to improve user experience.
- Security Updates: We ensure the website remains secure by providing updates for any software or security patches needed, as well as offering recommendations for safeguarding against potential threats.
- SEO Support: We assist in making adjustments to on-site SEO, such as tweaking meta tags, alt text, or other elements to improve search engine visibility.
- Training & Documentation: After the website is delivered, we provide basic training and documentation to empower clients to make minor updates to their website independently (e.g., adding blog posts, updating contact information).
Response Time for Support:
- Initial response: Within 1 business day for urgent technical issues.
- Bug fixes/updates: Within 1 – 2 business days.
- Security updates: Priority will be given to critical security patches, which will be addressed within 1-2 business days.
4. General Support Terms
Support Channels:
- Email: For general inquiries, design requests, and technical support, you can reach us at projects@icecreamdigital.co.za.
- Phone: For more urgent issues or discussions, you can contact us at
- +263 8677 160 376/7
- +27 41 012 5043
Service Hours:
- Monday to Friday: 9:00 AM – 5:00 PM
- After-hours support is available for critical issues at an additional fee.
Support Period:
- Our standard post-delivery support period is 30 – 90 days after project completion for web design projects. 90 days support is for E-commerce and customised websites
- Graphics design projects 3-5 days
- Additional support beyond this period will be offered on a retainer or hourly basis.
Support Fees:
- Included: All minor revisions and fixes within the scope of the original project are included in the post-delivery support period.
- For graphics design projects 3 free revisions, thereafter each change comes at an additional fee
- Additional Services: Any work outside the agreed-upon scope or support period will be billed at an hourly rate or according to a customized quote for larger projects.
5. Client Responsibilities
To ensure the best post-delivery support experience, clients are asked to:
- Communicate clearly: Provide detailed descriptions of issues or requested changes.
- Provide access: Ensure the necessary permissions to access websites, social media accounts, or design files.
- Timely requests: Submit requests for support within a reasonable timeframe to avoid delays.
- Backup data: Regularly backup website data or important assets to prevent loss of information.
6. Service Reviews and Feedback
We encourage clients to provide feedback on the support they’ve received. This helps us improve our services and ensures we can provide you with the best possible experience moving forward. A feedback survey will be sent out at the end of the post-delivery support period.
Conclusion
At Ice Cream Digital Solutions, we are committed to providing ongoing support to ensure the continued success of your project. Whether it’s a minor tweak, a design update, or community management consultation, our team is here to assist you in achieving long-term goals. If you have any questions about post-delivery support, please don’t hesitate to contact us.
Contact Information
- Email: projects@icecreamdigital.co.za
- Phone: +263 8677 160 376/7
- +27 41 012 5043
- Website: https://www.icecreamdigital.co.za
