BAU Processes.

At Yoyo, we don’t use a ticketing approach when it comes to raising issues or responding to your technical requests as we prefer the personal approach at all times.

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Our approach

As part of your project you have a dedicated project manager looking after you as well as a Client Partner who will be responsible for overseeing the project and checking in regularly with you throughout. They are both on hand and available and both can be contacted if you need an urgent response at any time.

We have long-standing relationships with all of our clients. Response time and our proactive, as well as reactive services are some of the key reasons for the strength of these relationships. Below outlines the typical process involved in our BAU service level reporting processes and resolutions. 

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The process

• Email to your Project Manager. Depending on urgency, also your Head of Delivery and / Head of Client Partnerships. 

• For any site outages, we have StatusCake monitoring set up, and notifications are received immediately. In most situations, we are working on it as we update you. 

• Issues are dealt with depending on severity and urgency. The correct team member is identified to address the issue as soon as possible. 

• We do not have a ticketing system, as our customers typically prefer talking directly to their project manager / team who know their website and organization. 

• We prioritise resolving the issue and once resolved we understand cause of issue, review logs and determine if further work is necessary in order to mitigate risk in future. 

• It is not cost effective for our clients, especially our charity clients, to have round the clock immediate support for issues, but we manage our resource planning to allow time for issue resolution throughout the week. This ensures our time to respond and time to fix is fast.

SLA.

We do not offer out-of-hours support as part of our standard service. However, this can be arranged for a fee under a separate support contract if required.

Our regular hours are 9 AM to 5:30 PM. In the rare event we are available and equipped to assist outside these hours, the agency fees will be charged at three times the hourly rate.

We categorise each issue in accordance with the following definitions:

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Urgent

Your use of the Supported Software or Hosted Material is severely degraded, such that You are unable to access core functionality, with a direct impact on Your business processes.

Acknowledgement: 4 hours

Follow-up: 8 hours

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Important

Your use of the Supported Software or Hosted Material is degraded, such that Your access to some functionality, which is key to Your business processes, is limited or unavailable.

Acknowledgement: 8 hours

Follow-up: 24 hours

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Moderate

A non-urgent issue that requires investigation.

Acknowledgement: 1 working day

Follow-up: 5 working days

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We shall use Our reasonable endeavors to acknowledge and follow-up each Issue notified to Us within the timescales listed above 

Payment Terms.

Our agency offers the below payment terms, requiring clients to settle their invoices within 30 days of the invoice date. We also provide flexible payment options, including credit card, bank transfer, and online payment platforms, to accommodate our clients' preferences.

Ahead of contracts being signed, we will send you a finance form for completion and if PO’s are required from your business, please do be sure to send these ahead of time so we can do our best to ensure payments are never delayed. 

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Payment schedule

• 1st: 30% on sign off to secure resource (7 day payment terms)
• 2nd: 30% and in agreed month (14 day payment terms)
• 3rd: 30% and in agreed month (14 day payment terms)
• 4th: 10% and to be paid ahead of launch (7 day payment terms)

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Additional scope

Any additional items will be reviewed and scoped at the agreed day rate. Your PM/CP will ensure you are notified if a requirement or request falls outside of project scope and we can provide costs at your request.