Geschreven door

Aniek Roelofsen

Support manual

Eagerly normally responds within 1 working day to support emails, (for urgent calls, sooner), with:

  • Small tasks (under 2 hours) are carried out directly on post-calculation, since the investigation usually takes the most time and the immediate solution is then the most efficient. If you do not agree with the hours/costs spent after feedback, we will reverse the work free of charge.
  • Any request for more information if needed.
  • If necessary, with an estimate/indication of required hours. Above 2 hours of work, we ask for approval; for urgent matters taking less time, we often solve it and give feedback on the hours spent afterward.
  • A schedule of when the issue can be addressed.
  • Confirmation if the estimated time and planning are approved.

After approval, Eagerly proceeds:

  • Eagerly assigns a developer to the Shortcut point
  • Communication then continues via Shortcut

Unless the given estimated time/range isn’t sufficient:

  • Eagerly communicates as early as possible that it can’t be completed within the agreed hours
  • The client assesses this and re-approves OR decides to postpone the issue for a sprint.

Urgent

For instance: the site is down or functionalities aren’t working causing visitors to get stuck.

  • Place the issue in Shortcut (also see the manual in Shortcut under ‘documents’).
    • If you don’t have access to Shortcut, please send an email to support@eagerly.nl.
  • Put URGENT: in the title
  • Email support@eagerly.nl with a link to the Shortcut point:
    • For handling urgently = call 030-7853179 (available Mon/Fri 9-17h)
    • For handling with high urgency = as soon as possible
  • Urgent matters outside office hours: check eagerstatus.com and if help is needed, email to storing@eagerly.nl and leave a voicemail at 030-7853179, response and resolution time without PRO-SLA are best effort and at 250% rate (200% with PRO SLA).

Bugs

  • Create a story in Shortcut, using the Support request template (also see the manual in Shortcut under ‘documents’).
    • If you don’t have access to Shortcut, please send an email to support@eagerly.nl.
  • Assign the right priority to the point
  • Put BUG: in the title
  • Eagerly determines whether this is a bug covered by warranty (WP update) or caused by previous work. This isn’t always traceable.

Checklist voor support requests

  • Describe the problem: what is not working properly, and how should it work?
  • Specify the device (mobile, tablet, laptop, desktop)
  • Mention the screen size (if relevant)
  • Mention the browser (e.g., Chrome, Edge, Safari)
  • Add a screenshot
  • Include the URL where the issue occurs

New wishes

  • Create a story in Shortcut, using the New Feature template (also see the manual in Shortcut under ‘documents’).
    • If you don’t have access to Shortcut, please send an email to the project manager.
  • Assign the right priority to the point
  • Assign the projectmanager as owner
  • If it can wait for a sprint, add the point to the sprint
  • If it needs to be addressed earlier than a sprint/needs earlier information, tag the project manager (@….) with the question in the comment section

Complaints?

If you are dissatisfied with anything or experience a problem, please let us know using this form.