Website Support Standards

Introduction

At Rouge, customer service is at the core of our DNA and is vital to supporting the websites we design and build. We are committed to completing your project successfully and delivering exceptional post-launch support that you can rely on to keep your website performing optimally.

Our service standards reflect our dedication to quality, responsiveness, and reliability. We aim to build long-lasting partnerships through close collaboration and proactive support, ensuring every client receives a personalised experience tailored to their needs.

• Dedicated Account Management. An expert that becomes a true extension of your business.
• A Team Solution. The wider team knows your account, and there’s always a backup to support you. We are a big enough team to support your needs.
• Small Enough to Care. Your account will always be important to us. We are that Goldilocks-sized agency you’ve been looking for.
• Collaborative behaviours: Established communication and collaboration practices.
• No Ticketing Systems: We prioritise human-to-human communication with rare critical incidents because of our quality design and build.
• Account-Led Approach. We integrate seamlessly with your team to foster close working relationships.
• Long-Term Relationships: Our goal is to become an enduring partner always available to support your website.

 

A Team Solution

While we work on your project, you will have a project production team, which will become your account manager and support team after launch. The key relationships built during the project production phase will continue and develop as the website is enhanced and we deliver further high-value services.

After the successful completion of your project, your first contact and primary line of defence will be your project production team at Rouge:

• Your Senior Account Manager.
• Your Lead Developer.
• Your Lead Designer.

If you wish to speak with someone more senior about our service or a challenge at any point, please contact the Head of Client Management or a Rouge Director.

 

Your Account Manager

Your main point of contact at Rouge will be your pre-assigned dedicated Account Manager. Your project manager is ultimately responsible for successfully delivering your project throughout its entire lifecycle. This involves bringing the teams together and ensuring that information is free-flowing and deadlines are met. They will:

• Collaborate with you and the team to develop a robust project plan, defining project phases and milestones.
• Regularly review and adjust the project plan to address evolving requirements and maintain efficiency.
• Communicate upcoming deadlines clearly, outlining critical tasks and ensuring timely completion to meet project objectives.
• Pro-actively identify potential threats and opportunities, facilitate effective team involvement and ensure the project remains on track
• Be a helpful, reliable, and trustworthy team member to whom you can readily speak about your project.

 

Continual Service Improvement

At Rouge, we develop close and, in most cases, long-term relationships with our clients, becoming an extension of their team. We have formal check-in points during projects (because this is often where the relationships begin), sharpening communication and successful collaboration through personalised account management.

Service improvement opportunities are identified and discussed as part of this close collaboration. Some ways we monitor our service levels include:

• An active and regularly discussed lessons learnt log
• Regular client check-ins throughout any project
• A 24-hour or less response time to email contact
• Asking our clients for feedback, often during a project as well as after the work is complete
• A high client management quality standard: quick, polite and resourceful
• Rouge also onboard new clients by introducing them to the project team from the start and working closely throughout the project as one team.

If our service quality falls below what we and our clients expect, our first task is to identify and address the issue directly. Our close working relationships with our clients mean we can quickly discuss and agree on a resolution.

During projects we work on with our clients, as we get to know you, we will contact you to discuss how we are doing, focusing on communication and project management. Honest feedback at this early stage is critical for the success of the project and the ongoing relationship.

Any client services issues are recorded in our Quality Management System (ISO9001) lessons-learned log so the wider team and other clients can benefit.

 

Risk Assessment

Rouge will record and action the following in your Project Definition Document (PDD) and/or project plan – a live record of your project’s specifications and progress.

• Risks – Your Rouge team will problem-solve directly with you and your team(s), with your Account Manager orchestrating and managing.
• Actions – All discovery sessions are the first critical project meeting with all key stakeholders. This is where we start your PDD document/project plan. Your project plan will provide all the dates needed to make the project successful. It will be constantly updated to reflect any changes.
• Issues – We will hold regular meetings with the project team to discuss potential or current issues, hoping to address and/or fix them as soon as they arise. As part of our Quality Management System (QMS), we have a lessons-learned log where we record and resolve any process issues. This is used to continuously improve our processes.
• Dependencies – Your project will be in the safe hands of a project manager, lead designer and developer. Ensuring continuity and accountability throughout the process. The project plan will ensure all tasks and deliverables are logged and objectives are met

 

Critical Incidents

Critical incidents—such as outages or unavailable key functions—are rare but are handled with urgency and precision. Outages or unavailable key functions are classified as ‘critical’. In the rare event of an outage, immediate action will be taken. Our studio and projects are structured to allow time daily/weekly for critical and ad hoc client requests or issues. Annual leave is controlled to ensure a team is always available.

In the event of a critical incident, Rouge will:

• Discover – In the event of a successful intrusion attempt; we may temporarily take the site down quickly to minimise any damage to the content or code. We will let you know what’s going on.
• Restore – We will change all admin passwords, including yours (you can change them again later). We will establish if we can fix the site’s current version within a sensible and agreed timeline. Or, will restore the most recent website backup that we believe to be ‘clean’. At this point, the site is now live again.
• Investigate – We will review the site to establish the most likely reason for the intrusion and report back to you with our findings and any recommendations.
• Monitor – We will continue to monitor the site for further intrusion attempts. Will record any lessons learned for the benefit of our other clients and team.
• Report – Incidents are categorized (Critical, Major, Minor), and tailored response times and solutions are provided for each type, ensuring effective and appropriate action.

 

Reporting and Analytics

Transparency is key to our service delivery. We can provide regular reports and data to keep you informed of your website’s performance and service reliability.

• Uptime and Performance Analytics – Detailed metrics to track site stability and responsiveness.
• Security and Compliance Audits – Routine reports on security measures and compliance status.
• Service Quality Reporting – Monthly or quarterly summaries of our service performance, helping you track the value Rouge delivers.

Continuous Learning and Development

To ensure we remain at the forefront of web technology, Rouge invests in ongoing training for our developers and account managers. This commitment to learning allows us to bring the latest standards and best practices to every project, delivering innovative and secure solutions that grow with your needs.