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 issue||During business hours||After business hours|
|Low||4-8 hours||Next business day|
|High||Immediate – 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:
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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.
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 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 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 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.
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.