How to Work With Us
To ensure that we deliver great service to your company and project resources please familiarise yourself with our working hours, support channels as well as lines of communication. This will allow us to offer you the expected standard to all of our customers. Please see the details below:
Our Operating Hours
Resources from Student Experience Management are available during the following days and hours:
Monday: 08h30 to 16h30
Tuesday: 08h30 to 16h30
Wednesday: 08h30 to 16h30
Thursday: 08h30 to 16h30
Friday: 08h30 to 15h00
Please note that all jobs are scheduled for the following week on Fridays between 15h00 and 17h00.
This time is not available for meetings unless by prior arrangement or as part of existing Service Level Agreements.
Lines of Communication
All correspondence should be directed to your appointed Account Manager or to the official Support or Project email addresses. Please note that correspondence, messages and change requests submitted via WhatsApp cannot be tracked by our support representatives. No support will be provided via WhatsApp unless a valid Service Level Agreement is in place that includes this channel.
Projects and Billable Work
Please note that our resources have a fixed hourly rate. These rates will be charged for any change requests, ad-hoc work or work outside of scope as per our Standard Terms of Service. These terms govern all our work and projects and will apply as soon as a quotation or proposal is accepted. Please familiarise yourself with these Terms. Any updates or amendments will be immediately communicated to customers and prospects with pending work.
Scheduling of Work and Projects
All work is delivered on a first-come-first served basis in accordance with company project schedules.
This allows us to meet the requirements and requests of all customers. Work scheduled in 2022 will commence prior to any ad-hoc work received in 2023 in accordance with resource availability and commitments. Any change requests and support requests are tended to in accordance with resource availability and project schedules, please check with your appointed Account Representative or Support Consultant as to timelines for work to be completed. This information is provided (including estimated fees/quotation as well as estimate turn-around and delivery timelines.
Project- and Customer Meetings
Please note that project- or change request meetings are billed for over and above the estimated time and rates for the work to be completed. The time allocated in these meetings are utilised as "consulting" time in order to update briefs, compile change requests and ensure that there is consensus as to the scope of the work to be delivered.