How to Submit Template Website Maintenance to WebDev

  1. Email Template Website maintenance requests to PARKEY using the template below.
    • IMPORTANT NOTE: ALL REQUESTS, no matter how large or small need to go through this process. Even if you have a change that will only take 2 minutes, it WILL be logged as time spent and we DO need to notify the merchant. This applies for changes that you (the MAM) make yourself as well.
    • MONTHLY BILLING: We track work in 15 minute increments but only charge in 30 minute increments. Anything from 1-30 minutes is charged for 30 minutes and anything from 31-59 is for 1-hour. Sloan is relatively generous when he does billing. He does bill based on ATLAS logs but he can manually adjust if we ever feel it necessary to bill a merchant something other than what is in ATLAS. We just need to notify him of the request and reasoning behind it.
    • TEMPLATE VS CUSTOM SITES: If your merchant is tagged in Appflow as a TEMPLATE site (even if it is built as a custom site) this means that it is on a TEMPLATE CONTRACT, which means that they get ONE free hour each month. If your merchant is tagged in Appflow as a CUSTOM site, this means that it is on a CUSTOM CONTRACT, which means that they do NOT get one free hour each month. PLEASE NOTE THIS IN YOUR SUBMISSION TO PARKEY FOR AWARENESS.
    • FREE HOUR: If a merchant sends you changes on 5/31/22, and we do not actually complete the change until 6/1/22, but we want to count the time for the month of May instead of June, you can specify what day you’d like Parkey/WebDev to log the work in ATLAS. This date can differ from the day the actual work was done.

TO: Parkey
CC: Emily, Milestones
SUBJECT LINE: Business Name (Acct#) Website Maintenance Request

  • Custom Contract (NO Free Hour) OR Template Contract (ONE Free Hour)
  • URL
  • OPTIONAL: Specific date you wish the changes to be logged in ATLAS
  • Requested Changes

  1. Parkey will review the request and let you know how long he estimates the update to take. He will note any special circumstances, ie; if the update does not fall within “normal monthly maintenance” (ie; adding pages, installing specials plug ins, etc) and/or if it incurs a higher than normal billing rate. (Default is $50/hr)

  1. MAM will email the merchant the appropriate information using the provided templates (below) to obtain merchant approval (MAM can adjust verbiage below to include how much time the merchant has already used for the month if they so desire. This time can be found in ATLAS)

REGULAR TEMPLATE MAINTENANCE VERBIAGE:
TO: Merchant
CC: Rep, Emily, Milestones
SUBJECT LINE: Business Name (Acct#) Website Maintenance Request

We have reviewed your website maintenance request. The estimated time to complete this request is XX minutes. If this request, in addition to any other requests completed this month, exceed your complimentary hour of website maintenance for the month, you will be billed at the rate of $50/hour. Please note that the above is an estimate and final time spent can be less/more than the quoted estimate.

If you approve of the above, please reply “Approved” so we may begin your website maintenance request.

OUTSIDE OF REGULAR TEMPLATE MAINTENANCE VERBIAGE:
TO: Merchant
CC: Rep, Emily, Milestones
SUBJECT LINE: Business Name (Acct#) Website Maintenance Request

We have reviewed your website maintenance request. This request is considered a custom request. Therefore, even though you have one complimentary hour of website maintenance each month, this update will incur an additional flat fee. The estimated time to complete this request is XX minutes. If this request, in addition to any other requests completed this month, exceed your allotted hour of free maintenance, you will be billed at the rate of $XX/hour. The additional flat fee for this custom request is $XX. Please note that the above is an estimate and final time spent can be less/more than the quoted estimate.

If you approve of the above, please reply “Approved” so we may begin your website maintenance request.

CUSTOM MAINTENANCE VERBIAGE:
TO: Merchant
CC: Rep, Emily, Milestones
SUBJECT LINE: Business Name (Acct#) Website Maintenance Request

We have reviewed your website maintenance request. The estimated time to complete this request is XX minutes that will be billed at the rate of $50/hour. Please note that the above is an estimate and final time spent can be less/more than the quoted estimate.

If you approve of the above, please reply “Approved” so we may begin your website maintenance request.


  1. Once you receive merchant approval, email Parkey back with the word “approved” so he (or WebDev) can begin the updates. (if the merchant declines, notify Parkey to ignore the request) PLEASE NOTE: WebDev does NOT need to see the merchant’s approval.

  1. Parkey or WebDev will complete the request and/or submit the request to AX (WebDev will provide ETA to AX as guideline)

IF COMPLETEING IN HOUSE:
WebDev will log in ATLAS and email the MAM to let them know the request was complete, the time they logged in ATLAS, and for what date it was logged for. (ie; Completed. 15mins logged in ATLAS for 7/5/22)

IF SENDING OVER TO AX:
Once AX completes the task, Parkey will add to the AX job tracker spreadsheet. He will also review/monitor how long it took AX to complete. If it took longer than it should have, he will note in the spreadsheet and work with AX to help them complete tasks more efficiently. Parkey will judge what is appropriate to bill the merchant (based on Clipper time, not AX time) and log this into ATLAS accordingly. Parkey will follow procedure above and email the MAM to let them know the request was completed by AX and what we logged in ATLAS for the merchant.


  1. MAM will email the merchant completion status of the request using the template below. (MAM can adjust verbiage below to include how much time the merchant has already used for the month if they so desire. This time can be found in ATLAS)

REGULAR TEMPLATE MAINTENANCE VERBIAGE:
TO: Merchant
CC: Rep, Emily, Milestones
SUBJECT LINE: RE; Business Name (Acct#) Website Maintenance Request

Your website maintenance request is complete! The final time to complete this request was XX mins. If this request, in addition to any other requests completed this month, exceeded your complimentary hour of website maintenance for the month, you will be billed at the rate of $50/hour per your approval on file.

OUTSIDE OF REGULAR TEMPLATE MAINTENANCE VERBIAGE:
TO: Merchant
CC: Rep, Emily, Milestones
SUBJECT LINE: RE; Business Name (Acct#) Website Maintenance Request

Your website maintenance request is complete! The final time to complete this request was XX mins. If this request, in addition to any other requests completed this month, exceed your allotted hour of free maintenance, you will be billed at the rate of $XX/hour as well as the additional flat fee of $XX per your approval on file.

CUSTOM MAINTENANCE VERBIAGE:
TO: Merchant
CC: Rep, Emily, Milestones
SUBJECT LINE: RE; Business Name (Acct#) Website Maintenance Request

Your website maintenance request is complete! The final time to complete this request was XX mins that will be billed at the rate of $50/hour per your approval on file.


  1. Emily/Parkey will continue to validate the spreadsheet at the end of the month and decipher if this new process is working or not or what we may need to do to help AX along with extra training or supervision etc.


THE BELOW IS AN INACTIVE PROCEDURE – DO NOT USE THE BELOW – FOLLOW STEPS ABOVE


The below is the process and instruction on how MAM’s submit template website updates to AffinityX. Custom website updates will still go to WebDev.

  • Moving forward, we are to cc Parkey on all requests to AX. He is going to review each change and identify how long he believes it should take AX. He will be noting this in the AX Job Tracker spreadsheet. This will help us see if we should be questioning the time spent once AX sends it back.
  • Please continue to ask Parkey BEFORE sending it to AX if it’s something you think may take over an hour so we can confirm with the merchant that they are aware and ok with potential charges.
  • If a change comes back that took over an hour that should NOT have, please continue to email Parkey, Sloan, and Emily. Management will then reach out to our contact at AX and discuss. Please note that we will not bill the merchant if we did not discuss it with them prior to doing the change.
  • Are you changing the HOURS? We must ask AX to update the hours on both the footer AND the contact us page on the website.

SUBMIT VIA EMAIL:
To: [email protected]
CC: Emily McCardell & TLS Milestones
SL: [CLIPPER-TLS] Business Name (Acct#) Website Maintenance

Insert website URL and update instructions here

*LOGIN FOR AX:
UN: affinity
PW: ewrILYe6RogFDmYPYfJe*aWK

*IMPORTANT: DO NOT provide AX with our MAM-User logins. If AX says they cannot get in with the above provided login, please ask Parkey to look into the issue with AX.


ADD JOB TO AX JOB TRACKER SPREADSHEET:
Please copy/paste the email subject line and add the date you submitted the request to the Website tab

*Note: each different set of changes you send over, even if it’s for the same merchant, will need to be added to the spreadsheet as separate jobs.


REVIEW/CLOSE ONCE DONE:
AX will notify you though email once the job is complete. They will include the amount of time it took to complete the job. If you have changes/corrections, please use the same email thread to resubmit changes until the job is correct. If everything looks good, please reply back to all saying “Reviewed/Complete” so AX knows the job is closed out. Please then make sure that you add the date completed along with the time spent into the tracker spreadsheet.


AX JOB TRACKER SPREADSHEET:https://hchgrp-my.sharepoint.com/:x:/r/personal/parkey_phipps_clippermagazine_com/_layouts/15/Doc.aspx?sourcedoc=%7B08a0deca-ddf3-4f94-a70d-18736d0093be%7D&action=edit&activeCell=%27Website%20Maintenance%27!D7&wdinitialsession=2f8f9a4f-fa77-426d-8849-cb617d020488&wdrldsc=3&wdrldc=1&wdrldr=AccessTokenExpiredWarning%2CRefreshingExpiredAccessT&cid=b1c2f094-0523-4a3a-bb41-c8c6de324905

NOTE: Sloan gets exports from AX on time spent on each account that he uses at the end of each month to bill merchants appropriately. You do not need to track AX time spent on website within ATLAS.

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