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Wandering Webmaster (WWM) Customer Support Services

Wandering Webmaster (WWW) provides comprehensive, client-centric support services tailored to the needs of local governments, businesses, and individuals, with a focus on accessibility and compliance with the Local Government Regulation 2012 (Qld) and the Sound Contracting Principles. Our support framework prioritizes responsiveness, transparency, and continuous improvement, aligning with the requirements of the LB306 tender and broader public sector expectations.

1. Australian-Based Support

All customer support services are delivered by our Sunshine Coast, Queensland-based team, ensuring local expertise and cultural alignment with Australian clients. Remote staff operate within Australian time zones, and in-person tech support is available in the Mary Valley region and surrounds.

2. Service Operating Hours

• Standard Hours: 8:00 AM – 6:00 PM AEST, Monday to Friday.

• Extended Support: Urgent issues (e.g., website downtime, critical security breaches) are addressed via a 24/7 on-call system.

• Discord Server Access: Real-time chat support is available daily from 7:00 AM – 9:00 PM AEST, including weekends for gaming community members.

3. Staffing Levels and Response KPIs

• Team Structure:

  • Tier 1: Minimum of 5 voluntary frontline support Moderators handling initial inquiries and triage.

  • Tier 2: Minimum of 2 voluntary Administrators actively helping to close out issues.

  • Tier 3: 1 Director actively helping to close out issues & fixing/mitigating complex escalations.

• Response Times:

  • Critical Issues (e.g., system outages): Immediate acknowledgment via Discord, resolution within 2 hours.

  • High Priority (e.g., functionality errors): Response within 1 hour, resolution within 4 business hours.

  • Standard Requests (e.g., content updates): Response within 4 hours, resolution within 24–48 hours.

• KPIs Tracked: First-response time, resolution time, client satisfaction scores (target: 95%+).

4. Complaints Management and Dispute Resolution

• Formal Process:

• Lodgment: Complaints submitted via Discord or Email.

• Acknowledgment: Reply/Email confirmation within 15 minutes.

• Investigation: Root-cause analysis completed within 48 hours.

• Resolution: Remediation plan presented within 3 business days.

• Escalation Path: Unresolved issues escalate to the Managing Director, with binding arbitration offered via the Queensland Resolution Institute if needed.

• Documentation: All complaints archived via closed discord thread/email, with quarterly reports reviewed for systemic improvements.

5. Order-to-Delivery Procedures

• Onboarding:

  • Client requirements captured through structured questionnaires and workshops.

  • Project scope documented using project management platforms with shared access for stakeholders.

• Delivery Workflow:

  • Development Phase: Agile sprints with biweekly client demos.

  • QA Testing: Automated (Lighthouse, SEO tools) and manual checks.

  • Client Sign-Off: Formal approval via BreezeDoc or email confirmation.

  • Deployment: Staging-to-live migration during low-traffic windows.

• Post-Delivery:

  • Handover documentation and training sessions.

  • 30-day warranty period for defect resolution.

6. Customer Communications

• Proactive Updates:

  • Weekly progress reports via email.

  • Real-time Discord notifications for milestone completions.

• Channels:

  • Preferred: Discord for instant messaging/voice calls.

  • Alternatives: Email or scheduled Zoom meetings.

• Feedback Loops:

  • Post-project surveys (Net Promoter Score + qualitative questions).

  • Quarterly performance reviews for retained clients.

7. Compliance & Documentation

• Record Retention: All project documentation, including client communications and approvals, archived via email.

• Regulatory Adherence:

  • GDPR/Privacy Act 1988 compliance for data handling.

  • Accessibility standards (WCAG 2.1 AA) for all web projects.