Why?

We believe in an internet that helps people be all they can be, not buy all they can buy.

We believe the Web was built for connection, not consumption. 

A better web happens when non-profit organisations are using their digital products to serve their beneficiaries, rather than spending time and effort fixing and securing them.

Since 2016 we’ve run a dedicated support service that’s designed to do just that. We ensure our clients’ products are automatically kept updated and secure, so that they can spend their time having an impact and improving lives.

picture of our support manager

Who?

Our Support Manager, Karys Moffat, will be your single point of contact for all aspects of your relationship with Reason Digital. Her background in both website development and supporting charities with digital a makes Karys the perfect fit to support you and your digital products.

Our team prides itself on the responsive and, reliable support that we offer – you can see April 2020’s results below.

3.5 minutes

to respond to tickets

(average April 2020)

1.66 hours

to resolve highest priority tickets

(average April 2020)

77%

customer satisfaction

(average April 2020)

How?

We aim to provide the support you need. 

Assurance support

Peace of mind for business-critical issues

Our Assurance Support is intended to give you peace of mind that critical functions of your website will always work, with a clear fixed budget.

We’ll ensure that your site is maintained and kept secure through regular review and application of site and plugin security updates. 

We’ll also guarantee resolution of business-critical issues, such as:

  • The website is offline,
  • The website is displaying corrupted content (e.g. suspected hack),
  • Functionality (including the donations process) is not working,
  • You are unable to create/edit content pages.

Business-critical issues could occur at any time. We will implement an internal escalation procedure that ensures business-critical issues are dealt with on the same working day as they are raised (within 4 hours or better).

Ongoing Support

Continuous website improvements and consultancy

Our ongoing support offers all the benefits of Assurance Support, and gives you the opportunity to go further. We’ll be there for any improvements you want for your website, from small tweaks to new developments to general digital advice or consultancy. Through our dedicated Support Desk, you will get a quick response to any enquiry (within 4 hours, but usually faster!). Your enquiry is then fast-tracked to the person within Reason Digital best suited to help.  

As a full service digital agency working exclusively on Tech for Good projects we’re able to bring this sector expertise to every suggested change or improvement. We’ll be able to speak up when we believe there is a more effective solution, or a more innovative way to achieve the desired result.

We’re also able to offer a wider range of activities to make the site work better for you, including:

Strategic activities such as UX audits, accessibility audits, content audits, theory of change planning or SEO reviews.

Research activities such as competitor analysis, market research, assumption mapping, persona mapping, field research, surveys or focus groups.

Impact measurement, including discovery, production and evaluation.

Innovation activities including design sprints, research projects or digital transformation.

Team photo
support manager using laptop
Reason Digital office

"We always receive a fast and friendly response from Karys and the team. We are kept up to date on when work will be scheduled and completed. Really satisfied."

St Ann's Hospice

Get in touch

If you feel like it’s time your charity or organisation got more from its website, please reach out to us below by filling in the form. Alternatively, you can give us a call on 0161 660 7949.

We hope to hear from you soon!