GROUND RULESService Punchcards GROUND RULESWith your guidance, our design team will complete the following checklist to create your Theme Package. The full process typically takes 9-10 weeks from start to finish. A couple of notes: - Each review cycle is open for one week.
- All deliverables will be deployed to, and available on your private portal.
- Upon request, in-progress theme can be made available for installation.
- If needed, you may put the process on "vacation hold" for up to one year.
- If you need assistance developing your identity package, we can pause the process at the appropriate step and provide support through Service Punchcards.
The Theme Package process will be supported with your private portal (Confluence spaces) on our servers, which includes up to three user accounts. Your Your portal will be maintained for one year after completion of last service package or punchcard. User accounts inactive for six months will be automatically disabled (simply contact us to reactivate). EXCLUSIONSTo make the Theme Package as cost-effective as possible, the process is tightly defined (see above). If needed, additional assistance is available through Service Punchcards for the following items that are not included: - Information design (defining spaces, permissions, etc., also called "information architecture")
- Content creation, editing, or migration
- Site buildout outside of: site home page, secondary landing page, menu, and footer
- Identity/Brand Material build out (color palette and logos, for example)
- Training
- Work performed on your servers (for example: installing/configuring the Theme Package deliverables, VPN and user account setup, reviewing content, add-on installation, troubleshooting, etc.)
Sometimes the unexpected happens, and changes to the above process are needed. Here are variations we've encountered that incur additional costs: Any time required to gain access to your systems - including account setup, virtual private network access, and other on-boarding - will be logged against your Service Punchcards. TECHNICAL SUPPORT V. PUNCHCARDCommercial and academic product license holders are entitled to product support without a punchcard. Yet many organizations also purchase punchcards to get extra help with their environment-specific needs. If you're in this situation, how do you know when your query is technical support vs. when it is charged to your punchcard? | Expand |
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| If your query is about how to use our products in general, feature inquiries, bug workarounds, or similar, it's technical support. Technical support queries usually take the form, "How do I do X in your product?" Bottom line: it's technical support if users in other organizations might reasonably have the same problem or pose the same question. For support queries, please open a support ticket under the "Customer Contact" project |
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| If your query is about how to do something specific within your deployment, it falls within Punchcard scope. More obvious areas include visual design, information design, content buildout, training, configuration, migration support, and so forth (as mentioned above). Punchcard queries are made through your customer portal. |
USING PUNCHCARD TIMEWe have two working models to choose from when using Punchcard time. | Expand |
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| This approach allows for guaranteed access to a specific skillset, scheduled on a weekly basis based off a pre-established weekly reservation setting. You can find out more about this approach here. |
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| This approach follows a pre-determined iterative schedule, similar to our Theme Design Package and Information Design Package. At the end of a Planned Project, you will be provided with specific delivery items. The cost, schedule, and delivery items are approved by you before we start work. This option is useful if you are looking to have something specific delivered on a predictable schedule and cost basis, and is often used for larger projects that need to be delivered by a specific deadline. |
Not Sure?Just Ask! Licenses for software products are not included. Additional vacation holdsRevise your theme if your identity materials change after sign offChange target Confluence version after sign offAdditional review cycleAdditional year of maintaining your portalAdditional user account to your portal |
