Once you've successfully launched ShotFlow into production, what happens next?
Client Change Orders - Review and Refine (up to XX days Post-Launch)
Post-production launch changes may be billable; however, the typical client change order process does not apply. The length of time may vary from one phase to the next, but will be provided prior to production launch. Turnaround times will not be subjected to higher rates per hour during this period only.
Client Change Orders (Ongoing)
Post-production launch changes may be billable after formal acceptance of UAT. Some of these changes include, but are not limited to:
- Data mapping (changes/additions)
- Shot Logic (changes/additions)
- Sample Logic (changes/additions)
- Campaigns/Jobs/Channels/Projects/Requests Logic (changes/additions)
- XMP Metadata Schema (changes/additions)
- Adding new fields (changes to app structure)
Some changes to production post-launch may not be billable:
If the changes requested are part of an existing SOW and were not implemented/discovered during Pre-Launch.
If the changes requested are to address errors on the ShotFlow side.
When requesting a Client Change Order, expect to:
- Complete the Client Change Order form (Authorized approver only); includes change type being requested, time frame desired for implementation, name, and approval by the authorized approver.
- Provide required documentation; for logic changes, this is typically the Master Logic Document
- Authorize a minimum charge of one hour for analysis of change request.
- Receive an estimated number of hours from Professional Services to implement the changes. Estimated times include actual time to implement in a sandbox environment (if needed), review of the changes, and implementation in production.
- Approve the estimate based on the Professional Services cost per hour.
- Implementation/Review of changes will proceed in Sandbox and/or Production. UAT and updated workflow documentation will be provided if needed.
Remaining Professional Services Hours
Prior to you accepting estimated hours for any Client Change Order Requests, ShotFlow will provide the number of pre-purchased PS hours (if any) remaining that can be applied towards the implementation of changes or additions. If no PS hours were purchased or if there aren't any hours remaining, approval of estimated hours to implement Client Change Orders will result in an invoice. In the event you request a faster turn-around time with a higher rate per hour, then you may consume up to 2 pre-paid hours to cover one actual hour of work.
Turnaround Times/Cost per Hour
15+ business days - $225/hr
10-14 business days - $300/hr
5-9 business days - $400/hr
Less than 5 business days - $500/hr
On-Going Support
ShotFlow offers many no cost (excepted where noted) resources to partner with our clients for success!
- Help-Desk - log tickets for questions, changes (subject to Client Change Orders), feature requests, bugs
- Ad-hoc Calls - Scheduled on an as needed basis to clarify issues/requests
- Knowledge Base - Self-help portal with reference guides. images and videos for all things ShotFlow, including best practices and third party tools as they relate to ShotFlow
- Training - On site training and virtual training offered (10 hours of virtual training are included at no cost to all clients; on-sites and additional training are chargeable and may be deducted from purchased Support Packages or invoiced).
- WorkFlow documents - As your workflows changes, workflow documents will be updated to offer continued support
- Video Content - All ShotFlow events and Summits are recorded and offered for review on Vimeo.
- QBRs - Quarterly Business Reviews with Account Management/Client Services and Support.