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The Fine Print

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USING PUNCHCARD TIME

Making efficient use of your punchcard time is important to us. Punchcards are used in 15-minute increments. Note that there is a natural trade-off between response times and quantity of work we can do in one punchcard.

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title	Get the most from your punchcard time

Efficient Use

With your punchcard, you'll get a private portal on our site.

What generally works best is to create pages in your portal to handle individual topics (examples: Site Configuration, or User Training). Then have your team use the Comment feature to post comments, feedback, questions, or whatever as they come in. Once you're ready for us to get involved, just post a comment saying so.

We'll be watching your portal space, so we'll get notified as your comments are posted, but we won't spend any time until you specifically ask us to. Then we'll respond with a comment letting you know we got it, and when you can expect an answer. This way, you get the most from your punchcard time, and nothing gets lost or overlooked in old email streams.

Of course, sometimes emergencies crop up. So feel free to email, call, or instant message your designated contant, but be aware that those will use an extra 15-minute "emergency charge" on top of the normal time. For more detail on how these work, see the Faster Response section.

Faster Response

For faster response, feel free to email, call, or instant message the person you are working with, but be aware of two limitations:

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depending on our at-the-moment workload, we may need to schedule a time that works for both of us
these communications are subject to the 15-minute punchcard increments, plus an additional 15-minute increment "emergency charge"

Of course, emergency charges can consume a punchcard very quickly, so here are some ground rules to help you get the most with this method:

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the 15-minute emergency charge occurs, plus the 15-minute increment window begins once we respond (review your message or answer your call)
multiple emails/messages/phone calls count as one increment if we complete the exchange with that 15-minute window
you can ask us to limit time, and we'll let you know when you're about to go over

We hope this strikes a fair balance between being responsive and getting our other tasks done during the day. Of course, we welcome feedback on how this works for you, and we're open to suggestions.

SUPPORT VS. PUNCHCARD

Commercial and academic product license holders are entitled to product support without a punchcard. Yet many organizations also purchase punchcards to get extra help. If you're in this situation, how do you know when your query is product support, and when it is charged to your punchcard?

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title	Learn More

Product Support

If your query is about how to use our products in general, feature inquiries, bug workarounds, or similar, it's support. Support queries usually take the form, "How do I do X in your product?" Bottom line: it's 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.

Punchcards

If your query is about how to do something specific to your deployment, it's appropriate for your punchcard. More obvious areas include training, graphic design, configuration, content structure and design, and so forth. Punchcard queries are made through your portal or directly to our individual staff (see Using Punchcard Time).

Not Sure?

Just ask!

GROUND RULES

With 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 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).

EXCLUSIONS

To 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.)

EXTRAS

Sometimes the unexpected happens, and changes to the above process are needed. Here are variations we've encountered that incur additional costs:

Additional vacation holds

Revise your theme if your identity materials change after sign off

Change target Confluence version after sign off

Additional review cycle

Additional year of maintaining your portal

Additional user account to your portal

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