{"id":11505,"date":"2022-10-24T10:01:48","date_gmt":"2022-10-24T10:01:48","guid":{"rendered":"https:\/\/www.stoneshot.com\/learn\/?p=11505"},"modified":"2024-03-13T15:30:34","modified_gmt":"2024-03-13T15:30:34","slug":"support-categorisation","status":"publish","type":"post","link":"https:\/\/www.stoneshot.com\/learn\/agency-services\/support-categorisation\/","title":{"rendered":"Support categorisation"},"content":{"rendered":"<p>When you get in touch with us, we clarify your support requests into two categories \u2013 Technical support or Campaign support. These categories sit outside of your normal campaign work.<\/p>\n<p>It might be that you don\u2019t have a fully defined piece of work for us to quote you for, but just need some support with campaigns you\u2019re running yourselves. Why this matters for you as a user is that Technical support isn\u2019t charged for, whilst Campaign support is charged.<\/p>\n<p>Here, we have clearly defined what fits into these two categories, so you know what you are going to be charged for when you contact us. We\u2019ll confirm this every time you get in touch, so you don\u2019t need to remember everything right now!<\/p>\n<p>A short definition for each is:<\/p>\n<ul>\n<li><strong>Technical support<\/strong> (Non-chargeable) \u2013 Explaining points to you or fixing things that the app reasonably should be doing.<\/li>\n<li><strong>Campaign support<\/strong> (Chargeable) \u2013 Something that you can do yourselves or need StoneShot\u2019s HTML skills to accomplish.<\/li>\n<\/ul>\n<p>Whilst we can&#8217;t cover every eventuality, we\u2019ve tried to put down some common examples we come across in the lists below. This is not an exhaustive list and please ask for clarification on any points that aren\u2019t displayed.<\/p>\n<h2>Technical support (Non-chargeable)<\/h2>\n<ul>\n<li>If you call us asking how to do something in the StoneShot app, we\u2019ll make sure we explain how the platform works and how you can use it most effectively.<\/li>\n<li>Calling us! We\u2019re happy to talk and want you to be too!<\/li>\n<li>Quoting for projects. This might sound obvious but we\u2019re not going to charge you for asking how long it\u2019ll take to build your email.<\/li>\n<li>Advanced reporting. We\u2019re working on making all of our data available to you and whilst we get that ready, if there\u2019s data you want but can\u2019t get to, we\u2019ll get that report sorted for you free of charge.<\/li>\n<li>Also, we should mention that if you raise an issue such as something not working, we\u2019ll look at how to fix the issue and let you know what needs to be done. If it\u2019s something that has been missed, the fix may be chargeable. We\u2019ll always tell you before doing this of course.<\/li>\n<\/ul>\n<h2>Campaign support (Chargeable)<\/h2>\n<ul>\n<li>Asking questions which are already answered on the support site. We\u2019re not going to refuse to answer of course, but we\u2019ll help direct you to the correct place in the support site so you can help advance your StoneShot skills.<\/li>\n<li>Asking us to do things which you can do. This covers things like adding users, adding people to test lists, unsubscribing contacts, managing your data etc. This also covers things which you could do if you had the skills, such as updating HTML\/CSS code. It might be advanced HTML or CSS but that\u2019s what we\u2019re here for.<\/li>\n<li>Tasks such as resending emails or CPD certificates, or manually updating contacts such as registering them for an event or assigning them to a new segment.<\/li>\n<li>We\u2019ve created tools to let you update dynamic content so if you ask us to create this it\u2019s in this category.<\/li>\n<li>If we\u2019ve quoted for an event or a form, we\u2019ll have included creating events and sessions as part of that. If it\u2019s a separate requirement, then we\u2019ll charge that separately.<\/li>\n<\/ul>\n<p>If you need any assistance, please contact the <a href=\"mailto:support@stoneshot.com\">Agency Team<\/a> who will be able to help.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When you get in touch with us, we clarify your support requests into two categories \u2013 Technical support or Campaign support. These categories sit outside of your normal campaign work. It might be that you don\u2019t have a fully defined piece of work for us to quote you for, but just need some support with [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[64],"tags":[],"class_list":["post-11505","post","type-post","status-publish","format-standard","hentry","category-agency-services"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Support categorisation - The Learning Site<\/title>\n<meta name=\"description\" content=\"When you get in touch with us, we clarify your support requests into two categories \u2013 Technical support or Campaign support.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.stoneshot.com\/learn\/agency-services\/support-categorisation\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support categorisation\" \/>\n<meta property=\"og:description\" content=\"When you get in touch with us, we clarify your support requests into two categories \u2013 Technical support or Campaign support.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.stoneshot.com\/learn\/agency-services\/support-categorisation\/\" \/>\n<meta property=\"og:site_name\" content=\"The Learning Site\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-24T10:01:48+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-03-13T15:30:34+00:00\" \/>\n<meta name=\"author\" content=\"Michael Wilson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@StoneShot\" \/>\n<meta name=\"twitter:site\" content=\"@StoneShot\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Michael Wilson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.stoneshot.com\\\/learn\\\/agency-services\\\/support-categorisation\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.stoneshot.com\\\/learn\\\/agency-services\\\/support-categorisation\\\/\"},\"author\":{\"name\":\"Michael Wilson\",\"@id\":\"https:\\\/\\\/www.stoneshot.com\\\/learn\\\/#\\\/schema\\\/person\\\/e6f45a9f88188f23f8585e9f047b4487\"},\"headline\":\"Support categorisation\",\"datePublished\":\"2022-10-24T10:01:48+00:00\",\"dateModified\":\"2024-03-13T15:30:34+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.stoneshot.com\\\/learn\\\/agency-services\\\/support-categorisation\\\/\"},\"wordCount\":585,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.stoneshot.com\\\/learn\\\/#organization\"},\"articleSection\":[\"Agency Services\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.stoneshot.com\\\/learn\\\/agency-services\\\/support-categorisation\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.stoneshot.com\\\/learn\\\/agency-services\\\/support-categorisation\\\/\",\"url\":\"https:\\\/\\\/www.stoneshot.com\\\/learn\\\/agency-services\\\/support-categorisation\\\/\",\"name\":\"Support categorisation - 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