What counts as urgent

Applies to: all Rhythm Digital clients

Everything on your website matters, or you wouldn't have asked for it. But some things cost you money or customers while they're broken, and those jump the queue.

Here's how we think about it, so you know what to expect when you send something through.

Genuinely urgent

Critical issues are prioritised for same-day review during business hours. That means we look at it that day and tell you where things stand, rather than it sitting in the queue behind routine work.

These are the ones that qualify:

• Your website is down or won't load for anyone
• Your enquiry forms have stopped working, so leads are being lost
• Your online store can't take orders, or checkout or payments are failing
• Something incorrect and damaging is publicly visible, like the wrong price, wrong trading hours over a long weekend, or a staff member's details published in error
• A security warning is showing to visitors

The common thread is that every hour it stays broken costs you something you can't get back.

If you're sending one of these, put it plainly in the subject line. "Site down" or "Forms not working" tells us more at a glance than "Website issue".

Worth being honest about what same-day review means: we'll look at it and start on it that day, and we'll tell you what we've found. Some fixes are minutes. Others depend on a third party, like your domain provider or a payment gateway, and we can't always control how fast they move. You'll know either way rather than being left guessing.

Important, but not urgent

These get done in the normal run of work, generally within three to five business days.

• A page with out of date information on it
• A price or product that needs updating
• New photos to go up
• A blog post to publish
• A staff member to add or remove
• Something that looks slightly off but still works

Most requests live here, and that's fine. It doesn't mean they're unimportant, just that a day either way doesn't hurt you.

Worth planning rather than rushing

Bigger pieces of work benefit from a conversation first, so we get it right rather than fast.

• A new page or section
• A change to how something works
• Anything tied to a campaign or a launch

If you've got a date in mind, tell us early. A fortnight's notice makes almost anything achievable. The same request on the morning it's needed often can't be done properly.

A note on genuine emergencies

If your website is down or your store can't take orders, send it through no matter what time it is. We work 8:00am to 5:00pm on business days, so an email at 9pm on a Saturday won't be seen straight away, but it will be sitting at the top of the pile first thing.

Please don't sit on something serious overnight because you didn't want to bother anyone. We'd much rather know.

If you're not sure

Send it and say why you think it's urgent. You know your business better than we do. A stock listing might look routine to us and be the thing your whole week depends on, and if you tell us that, we'll treat it accordingly.

How to send it

Email support@rhythmdigital.com.au. See How to get help with your website for what to include.