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SUPPORT RESPONSE TIMES
As a minimum, we make our best effort to meet these response times.  Unless other terms are agreed to, these are our standard support times.

Severity of the issueDuring business hoursAfter business hours
Low4-8 hoursNext business day
Medium1-4 hours 
HighImmediate – as soon as possible 

Exceptions: Civic holidays, absences due to sudden illness or death (God forbid!), and special event days like the Banff Jasper Relay (annually on the first Saturday in June) may mean that we can’t respond until the next business day. In these cases, an email will be sent to all clients advising of our support commitments.

Severity levels of support Issues:

  • Low severity: No impact to business operations, no loss of revenue or exposure to risk (example: content updates).
  • Medium severity: Moderate impact to business operations, affecting some areas of revenue generating activity (example: an online app stops working).
  • High severity: High impact to business operations affecting the main activities that are associated with generating business revenue (example: your site goes offline or your email stops working).

To get help, please submit a ticket
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Gary Pitcher

Web Developer

Gary has forgotten more about technology than most of us will ever know. He’s worked in dozens of industries in a wide variety of roles and solves difficult problems recreationally. By the time you’ve formulated your question, Gary already has an answer, which would be annoying except he’s so darned nice about it.

Keri Looijen

Content Marketer

Keri is the girl with the snazzy words, and always something to say. At the car shows, you’ll find her dressed to the nines in her petticoats and heels with her victory rolls high. At work, she’s our content marketer, crafting words and slinging social. She makes any topic interesting and engaging, in her quest to connect you with your customers.

Adrian Proctor

Web Developer

When you put Adrian behind a keyboard, magic happens. On stage, that means he’s making music. At work, he’s bringing website designs to life. Adrian is probably the quietest member of the Unrivald Digital team, but when he speaks, we all listen because we know he’s got something important to say.

Thiago Aragao

Digital Marketer

Thiago is all about visual and aesthetic. He loves to design with purpose and believes that every piece of design has to have a shape, a meaning, and a function. His claim to fame on the team is making everything look better than expected. He’s humble but takes pride in knocking every project out of the park.

Taylor Matheson

Account Manager

Taylor is our resident extravert. She’s an ace relationship builder, and a clever ad writer, which means she becomes a trustworthy partner to our team and our clients alike. She believes that relationships and a strong focus on the desired outcomes makes for more effective marketing with more meaningful results.

Shaheen Bhimani

Director

Shaheen is the guy you want in your corner when you’ve got a complex problem to solve in the next 15 minutes. He’s part MacGyver, part Tony Stark and part while still being the nicest guy in the room, hands down. His soft-spoken, down-to-earth vibe and ability to deliver makes him a client favourite.

Marie Davis

Director

Working in an agency setting is the perfect fit for Marie for whom a variety of intellectual challenges is what gets her out of bed in the morning (though admittedly, not really early). Working solo on a project, collaboratively with a client or managing a team, Marie thrives on high performance and bad jokes.

Blair Shunk

Founder

Whether leading a meeting, riding his motorcycle, or running in the Banff Jasper Relay (for which he was Race Director for many years), Blair connects with the world around him. He inspires his team to work hard while never forgetting the value of the relationships he builds with clients.