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Tickets and emergency tickets
At Rootsteps, we understand that your website is constantly changing. That's why we offer a fixed number of tickets and emergency tickets in our packages within each package.
The world wants to see changes faster and faster. Your website develops live from day one. At Rootsteps, everyone gets the opportunity to request changes. You can request these changes via MarkUp. The advantage is that within your package, you simply experience complete creative freedom to make changes. All this without having to immediately request a new quote here or having unexpected costs.
Tickets
Tickets are actually all the changes you indicate via MarkUp. Each comment in MarkUp counts as a ticket. It is important to know that most changes are seen as a regular ticket, take for example:
- textual changes and images
- color schemes for the entire site
- fonts, sizes, thicknesses
- spacing and white spaces between elements
- shadows, lines, corners
As a main line, a ticket at Rootsteps can take a maximum of 2 minutes to pick up. If it takes more time, the ticket will be expanded to the respective number of tickets it takes.
Urgent tickets
You can create an emergency ticket by saying the word in your MarkUp ticket anywhere in the ticket. URGENCY whether URGENT to be used, for example at the top of the ticket. It is not the intention is that you call, email or use the chat function because this reduces team efficiency.
As soon as you create the ticket, we are alerted via internal notifications, we coordinate with what you mention in the ticket, and the person who is most suitable in the team picks up your emergency ticket.
By the way, emergency tickets have their own maximum per package, with the Light package working at an hourly rate. If you create an emergency ticket and you have a light package, an indication of the time it will take will be given in advance so that you know the costs.
FAQs
No, taking tickets to the next month is not possible and Rootsteps would not be able to guarantee either. You have the same number of tickets each month.
No, tickets that you don't use are not reimbursed or compensated at other locations.
If you create a ticket, it will generally be processed on the next Thursday. Please note: tickets created on Thursday may not be processed. In that case, they will be dealt with the following week. It is also possible that there are a lot of tickets to process due to the hustle and bustle, which is why it may take longer to process. In case of extreme hustle and bustle, we treat tickets using the packages: Elite > Business > Light.
Understandable, sometimes you just get that vibe and are just adjusting. If you go over the limit, that's really not a bad thing. We often process the feedback at no extra cost - but if it comes back structurally, you will receive an email announcing the temporary extension of the contract. You will then see the extra tickets on the invoice. If your website grows so much that you want to make more adjustments, it can be useful to take a larger package. Then we can support you better and the costs per ticket are many times lower.
You must submit a ticket or an adjustment to the website via MarkUp (markup.io). At the start of the project at Rootsteps, you will receive appropriate instructions about this via your contact person. Once you have created a (free) account with the email address that we have registered, you will automatically receive access to the project via that email address.