Effective date: Dec 8th, 2019
Communicating with KEGDev:
Any and all communications between KEGDev and our clients will occur exclusively via the DevDesk ticketing system. If you have details that need to be comminucated to KEGDev which are not related to any specific task or project, such as scheduling changes, etc, submit them in a ticket marked accordingly.
KEGDev no longer supports the receipt of audio files as an acceptable method of communication. Please only provide text provided directly in the ticket/comment body.
When submitting a ticket to KEGDev, please follow these guidelines to expedite service:
- Be specific and detail oriented
- Provide actionable and acheiveable tasks
- Maintain a professional and respectful tone
- Use a clear and precise title
- Keep each ticket to a single subject
- Provide a URL/list of URLs where applicable
- Use calendar dates when referencing time/date
- Provide any referenced asset at time of reference
If a KEGDev Team Member finds a ticket or comment to be unprofessional, disrespectful, or poor-spirited, they reserve the right to permanently delete that communication with no notice or explanation.
KEGDev currently offers no guarantee on when any ticket will be addressed or completed. Please use the Top Priority feature to indicate your highest priority items so they are addressed first.
If additional details are required, we will mark a ticket Info Required and explain what we need in order to proceed.
If a ticket does not satisfy the necessary requirements to fulfill service, it may be removed with an explanation to why it was removed from the system.
Once service is initiated for a ticket the scope of the task/project is locked and cannot be adjusted until the service is completed. No ticket can be interrupted or adjusted until it is completed, at which time changes and amendments can be scoped and addressed as new service.
Tickets will be managed using the following statuses:
Submitted - A submitted ticket has been issued and has not yet been reviewed, or is currently under review, by the KEGDev Team.
In Queue - Your ticket has been approved and is queued for service.
In Progress - Your ticket is being actively serviced.
Information Required - Your ticket requires more information in order for us to proceed. No work will be performed until we receive the requested information. If a ticket remains unanswered for an extensive period of time we will remove the ticket from the system.
On Hold - Your ticket has been temporarily placed on hold.
Completed - Your ticket is complete. Completed tickets cannot be re-opened - please submit a new ticket if you require any additional assistance with the closed matter.
Removed - This ticket has been removed, either at your request or because it could not be serviced. Removed tickets cannot be re-opened - please submit a new ticket if you require any additional assistance with the closed matter.
Payment Terms: No service will be executed until payment has been received for that service. Deliverables will only be released once payment for that deliverable has been fully satisfied.
Indemnification: Your continued business with KEGDev indicates that you agree to continue to indemnify, save and hold harmless KEGDev from any and all damages, liabilities, costs, losses or expenses arising from any claim, demand, or action etc.
Acceptance of These Terms: By doing business with KEGDev you indicate your acceptance of these terms and procedures, and any and all amendments to these terms and procedures here on forward. Acceptance of these terms overrides any past terms you may have agreed to or entered into with KEGDev.