Part VII: Working with a Digital Agency

Technical Support

Each digital product is unique and each has its own lifespan. For example, a corporate website, although updated regularly, will have a longer lifespan than a mini-site built specifically to advertise a single event. But whether a short- or long-term project, it is good to have technical help when things go wrong.

Once again, discuss this with your digital agency before your product is launched. Plan in advance how much technical support you can expect, when you can expect it (12/24 hour support) and possible cost implications. It’s also a good idea to develop template error messages users will receive should they encounter a problem. A clear channel of communication between you and your digital agency should also be established for troubleshooting issues to reduce any down time your product may experience. Some agencies issue a job ticket, or electronic reference, to any query received. This means you can easily track how far your query is from being resolved and helps the digital agency structure their support to their clients and prioritise queries.

And that brings this seven-part series of articles to an end. We hope we’ve helped answer some of your questions and made the process of working with a digital agency easier to understand. You are more than welcome to get in touch with us if you have any other questions or if you wish to talk to us about any digital projects you would like us to help with.