Service Level Policies

learn more about our policies around response time and request processing
Visit Request Center

concinnity:

/kənˈsinədē/

noun

"the skillful and harmonious arrangement or fitting together of the different parts of something."

Supporting your growth.

At Concinnity Digital, our mission is your growth. As our operations continue to expand, we aim to provide the highest level of service and support to our client organizations. We have created service level policies to better communicate our standards around processing requests, and what can be expected in terms of response time.

Support definitions

Meeting support

Meeting support are 1-1 or 1 - Team meetings between a Concinnity Digital agent and your organization. These meetings can be to discuss issues or barriers, or it can be to discuss new project initiatives.

Request support

Request support are requests or new project initiatives request by your Primary Point of Contact (POC). These should be submitted via https://concinnity.digital/request form.

Training support

Training support are educational team wide meetings that educate or further explain systems and processes between Concinnity Digital and the client organization. Often, these Trainings are performed to educate users on the Concinnity Marketing Platform and its wide array of features.

Request status definitions

New Request

The default status of all new requests. This status alerts our coordination team about your request.

Confirmed Receipt

This status is the status used to automatically confirm that we have received your request, and officially starting the clock on our response time policy.

Processing Request

This status verifies that your request is being reviewed and processed for completion.

Out of Scope

This request status type means that you have requested work or help that is not included in the scope of your package or service with Concinnity Digital. In this case, we will alert you that your request is out of scope and discuss any applicable fees and costs associated with completing this request.

Requires Deliverables

This request status means that we have received your request, began processing your request, but have hit a barrier where we can not complete the request from you without additional information or deliverables. When this happens, someone from [email protected] will reach out with more information detailing what is needed from you or your organization.

Submitted for Review

This final request status is the status for work that is completed and awaiting your approval. Requests that are left in this status for more than 5 business days are automatically closed out.

Service Level by Tier

Tier I

Task requests

Tasks or requests must be submitted via https://concinnity.digital/request.
  • Confirmed request receipt - 48 hours
  • Start processing within 7 business days
  • Meeting requests

    Not included. Subject to additional fees.

    Training requests

    Not included. Subject to additional fees. Learning library available.

    Tier II

    Task requests

    Tasks or requests must be submitted via https://concinnity.digital/request.
  • Confirmed request receipt - 24 hours
  • Start processing within 4 business days
  • Meeting requests

    Not included. Subject to additional fees.

    Training requests

    Not included. Subject to additional fees. Learning library available.

    Tier III

    Task requests

    Tasks or requests must be submitted via https://concinnity.digital/request.
  • Confirmed request receipt - 24 hours
  • Start processing within 3 business days
  • Meeting requests

    1 hour of support meeting time per month. Additional time subject to additional fees.

    Training requests

    CRM training included, up to 2 hours per year.

    Tier IV

    Task requests

    Tasks or requests must be submitted via https://concinnity.digital/request.
  • Confirmed request receipt - 2 hours during office hours, 12 hours otherwise.
  • Start processing within 1 business days
  • Meeting requests

    3 hours per month. Additional meetings subject to additional fees.

    Training requests

    CRM training included, up to 12 hours per year.

    Needing help? Submit a request to our request center.

    Visit Request Center

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