We understand when working through e-mail communication that it can sometimes be difficult to understand the status of your tasks or our responses. We have put together the following overview in order to help you better understand our internal system.
First Response time - Up to 8 hours
Additional Response time - Up to 12 hours
If your job is clear1 and contains all assets2, we will respond and submit it to our development queue (see Section 2) where it will await the next available developer.
If a task is out of scope and we do not need additional verification from our developers, we will offer you additional options or ask you to submit a new request.
IMPORTANT: If your last job is awaiting revisions from one of our developers, if you submit a new task simultaneously we will ask you to resubmit it as soon as your previous task has been completed and confirmed. We are not able to have more than 1 developer working on your theme at any given time.
1 If it is not clear, we will ask you to clarify. Subject to Additional Response Time.
2 If assets are missing, we will ask you to provide them. Subject to Additional Response Time.
Delivery Time - PRO - Before 12 A.M. (EST) the following day3, excluding weekends6
Delivery Time - SINGLE - Before 12 A.M. (EST) 2 days later4, excluding weekends6
Delivery Time - BASIC - Before 12 A.M. (EST) 3 days later5, excluding weekends6
Your e-mail is in our task queue.
This is not our submission inbox and we do not see your replies7 until the next available developer picks up your request.
IMPORTANT: If there is a problem or if you want to cancel the current submission, please send a new e-mail to email@example.com
3 A task submitted on Monday, will be returned Tuesday before end of day, midnight (EST).
4 A task submitted on Monday, will be returned Wednesday before end of day, midnight (EST).
5 A task submitted on Monday, will be returned Thursday before end of day, midnight (EST).
6 Our offices close Friday at 5pm (EST). Tasks submitted outside of our hours on Friday, Saturday and Sunday are considered to have been submitted on Monday. For example, on the PRO plan, a task submitted Friday may not turnaround until end of day Tuesday.
7 Your additional replies will only be seen by the next developer who picks up your request. If there is a problem please send a new e-mail to firstname.lastname@example.org
We are awaiting your response
If the job is finished, we will send you a verification e-mail asking for your confirmation8.
If there were any issues with the job then you will send us an e-mail, this is considered to be a Revision (Please see section 4).
IMPORTANT: Once a job is confirmed8 then it is no longer eligible for Revision. Fixes for previously confirmed8 jobs will need to be submitted as a new job request.
8 Submitting a new job without responding to the last developers e-mail for verification is considered to be a confirmation.
Due to unforeseeable complications9 your job could not be completed, we will try to offer you alternate solutions or ask you to submit a new job.
We may ask for you to provide us with additional information10 that may help bring the job back into our scope.
9 Some tasks require some development work to be done before they can be properly evaluated. If your task was refused after being submitted to our queue, it would mean the work required for the task would have exceeded 1 or 2 hours.
10 If a task was submitted has information or assets missing in order to completed the request we will reach out to you.
Revision time - Up to 12 hours
A revision e-mail to a finished job should include all the necessary information for the developer to finish the task.
If a job requires multiple revisions, or additional clarification, then it may be pushed without prior notice to the following day due to the revision time.
If we receive a response 24 hours later, it may still take up to 12 hours of revision time to produce your change.
IMPORTANT: If you encounter a problem during the revision period, or you feel your job is not being resolved with respect to our guidelines, please send a new e-mail to email@example.com and describe the issue you are experiencing.