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A HELPFUL GUIDE FOR
We’ve put together this helpful guide for submitting website requests. These guidelines are put in place to process your request as efficiently as possible. In this guide, we will go over turn around times, approval flows, and important information to include on your requests.
Turnaround times for website tickets can vary depending on the complexity of the request. For simple requests (small product additions, page edits, coupon code creation, blog posts, etc.), we generally get these done the day they are submitted to our help desk assuming the request is received prior to 4:30pm EST. For more complex requests (new features, shipping rate changes, large product additions, external integrations, etc.), turnaround time can vary from a couple of days to several weeks depending on the amount of work involved and how quickly we can get all the pertinent information from the customer. If you have a deadline for a request, we would suggest reaching out to us with all pertinent information for the request and then we can give you a timeline.
Busy seasons, such as Black Friday, may result in extended turn around times.
OFFICE HOURS:
Monday through Friday
9:30am to 5:30pm EST
SENDING CONTENT
There are 2 ways to send content when submitting a design request to the help desk. Attach your content directly to your submission OR share a folder of assets with us (google drive, dropbox, etc.)
If you do not have an internal file storage system that you can share, we can set up a google drive folder for you to upload email content directly to.
GRANT DRIVE PERMISSIONS TO:
dylan@beyondthebrandmedia.com
shane@beyondthebrandmedia.com
ricardo@beyondthebrandmedia.com
mike@beyondthebrandmedia.com
New Products (average 1.25 day turnaround)
For new product pages, we would need the following information:
New Pages (average 1.5 day turnaround)
For new pages, we would need the following information:
New Blog Posts (average 1 day turnaround)
For new blog posts, we would need the following information:
SENDING TO OUR HELP DESK
We ask that all website requests are submitted through our help desk ticketing system. This process is in place so that all team members have access to your request so that we can get back to you as soon as possible.
Shortly after submitting your request, a team member will follow up to let you know if we have any questions or with an ETA for the completion of your project if it will not be completed the same day.
Please submit all requests to the following email address:
helpdesk@beyondthebrandmedia.com
Here’s a brief overview of our ticket submission process and approval flow for website requests. Use this chart as a guide to see what step you are in and what’s next!
You send in your design request to our help desk.
If we have any questions, or if the request will take more than a day for us to complete, we will respond with any questions / timelines.
This is where we work our magic! We’ll carefully review your request and carry it out. Depending on the context of the request, we may work on the changes on a separate test website so as not to disrupt the live version of the website.
Once your request has been completed, we will send you a link to the page for feedback.
If you have any desired changes, respond to the ticket and let us know. We’ll work through making those changes and follow up with an updated page for you to review.
Once you give us the green light, we will make the request live on the website. If we did the changes initially on a test site, we will recreate these changes on the live site.
Our team of in-house designers are here to help you bring your vision to life. Need some assistance? Reach out to us!
WEB DIRECTOR
All things web-related
EMAIL: dylan@beyondthebrandmedia.com
PHONE: (603) 506-6854 ext. 104
WEB DEVELOPER
Help desk requests, SEO
EMAIL: shane@beyondthebrandmedia.com
PHONE: (603)506-6854 Ext. 101
WEB DEVELOPER
Help desk requests
EMAIL: ricardo@beyondthebrandmedia.com
WEB DEVELOPER
Help desk requests, SEO
EMAIL: mike@beyondthebrandmedia.com
Beyond the Brand Media is closed for the following holidays:
– Memorial Day
– Independence Day
– Labor Day
– Thanksgiving Day
– Christmas Day
– New Years Day
Beyond the Brand Media
465 Mast Rd.
Goffstown NH, 03045
(603)506-6854
We are ready for the challenge.
info@beyondthebrandmedia.com
Beyond the Brand Media
465 Mast Rd.
Goffstown NH, 03045
(603)506-6854
We are ready for the challenge.
info@beyondthebrandmedia.com