What types of projects can I submit?

Anything that falls under our current list of services.

How do you estimate project hours?

The hours we estimate for a project are based on 20 years of experience with project management and the execution of digital production tasks. You can expect that 75% of the projects you submit will be covered under the stated estimate. However, there may be times when we may need to add or subtract from the estimated hours to ensure your project is completed properly and your investment is being used wisely.

What is the process for reviewing the projects we submit?

Each project you submit through the dashboard goes through a manual review process with our project manager. The goal is to verify the project you submitted will be covered by the hours that are associated with the service selected and that we have everything we need to complete the project. If there is something we need or the hours do not match up, your project manager will reach out and discuss this with you.

 

What if my request takes more than the hours selected during the ordering process?

We will normally pick up on this during the manual review period. If we feel your submission needs more hours, the project manager will reach out to you to discuss. If we feel your project needs fewer hours to complete, we will simply credit the unused hours back to your account.

What is the cost of each project?

There is no cost per project, we do not bill on an ala carte basis, you are paying a subscription fee where each project type has a set amount of hours. These amounts can be seen within your client dashboard and within our services section.

Can I negotiate the hours used on each project?

Unfortunately, no. Our formula for pricing and hours needed for a project is based on two decades of internal time management and client billing. To be more specific we understand how long each service we offer will take and if we feel there are roadblocks that may hinder us from achieving the result in the stated order time, the project manager will reach out to you.

How long will my project take?

Project turnaround time is dependent on the project itself. You can view our estimated times within your client dashboard and within our services section.

When do you work on projects?

Our team works on projects during normal business hours which are Monday to Friday between 9 a.m. and -6 p.m. Eastern Standard Time.

When can I submit a project?

You can submit your project 24 hours a day, 7 days a week. If you submit a project after hours or on the weekend, our team will reach out to you on the next business day.

Will you work on projects over the weekend?

Projects will only be worked on over the weekend if a rush order is applied, the project manager has approved the project and a team member has agreed to work on it during weekend hours.

Projects submitted after hours on a Friday will not be worked on until the project manager has reviewed the order the following Monday.

What if I have an emergency after hours?

If you have a true emergency after hours like your website is down or if the site has been hacked, a project manager will be available to assist with the situation. You will need to contact us within your client dashboard.

Emergency project work is available to existing clients only. If you are not a client and sign up and submit an emergency request, we cannot offer assistance until the following business day. 

If I have a question about a project, my account or billing, how can I get help?

If you have a question about a project, both the standard and premium plans allow you to contact your dedicated project manager via email, phone or slack during normal business hours. If you have the starter plan, within your client dashboard, you can submit any questions you may have via our ticketing system. Your project management team will review and respond within 24 hours.

If you have questions about your account or billing, you can submit a ticket within your dashboard or give us a call during normal business hours, which are 9-5 EST.

How is your talent vetted?

All talent Commexis works with will have two video interviews, both with the Director of Production and the project manager they will be working with. Next, the freelance talent enters a probationary 30-day trial to see if they have the technical expertise to uphold the Commexis Seal of Approval.

What is the Commexis seal of approval?

With over 20 years of digital production under our belt, we have hard-fought experience on the right way and the wrong way to complete a digital project. Using our internal grading system, each and every project that we fulfill is a reflection of that experience. You will feel confident that your finished project has been completed to the absolute highest standards in the marketplace, that is the Commexis seal of approval!

How are revisions handled?

Typically revisions are not needed when you work with Commexis. You will supply the creative and brand style guide and our team will adhere to your artistic direction. In the event of a revision, your project manager will work with you to ensure we are delivering exactly what you are looking for.

Do you do custom projects?

Only on a case-by-case basis for existing clients. We will not quote on a project or participate in an RFP process. If you are looking for an agency to help you with this, submit your information on our contact page and we will put you in touch with an agency that we feel meets your project needs.

What payment methods do you accept?

We only accept credit card payments.

Can I upgrade or downgrade my account?

Yes, within your dashboard you can change your plan type to best reflect your marketing needs.

Can I purchase additional hours if needed?

Yes. You can either upgrade your plan to the next tier or you can purchase extra hours. Both can be done directly from your client dashboard.

Extra hours are $99 per hour.

What happens if I don't use all of my project hours within a month?

Project hours do not roll over from month to month. If you are continually not using your full hour amount, we suggest adjusting your subscription plan to better match your needs.

How does the free trial work?

Our 14-day free trial gives you the ability to log in to our platform, look at our services in-depth, and to submit up to 10 hours of project fulfillment work. After the free trial is complete, the subscription service you select will bill automatically on your card. If you want to level up or down on the subscription plan or cancel your trial, you will need to do this 24 hours before the billing period.

What limits are there with the free trial?

The only limit to the free trial is the number of hours allotted for a project. So if you select a project that is over 10 hours, that will not be covered under the free trial. Outside of that, there really are not too many limits. Our goal is to get you comfortable with our platform and buid familiarity with our project managers so you can see that our project fulfillment plans are the best marketing decision you will make this year.

Please note that we do reserve the right to deny the free trial.

Are there any services you don't provide?

If the service is not listed within our services section, it is not something we provide.

If I am part of an agency, can I use my hours for multiple clients?

Yes, you can use your monthly hours on any number of clients you wish.

How long are your plans?

Our plans are monthly. If you would like to discuss yearly or enterprise options, please contact us.

What is your cancellation policy?

You are free to cancel your subscription at anytime. This can be done directly within your dashboard. Your plan will end at your next billing date.

What happens to my work if I cancel my plan?

You will have 15 days after your plan closing date to download any files within your dashboard. After that, your account will be removed and these files will no longer be accessible.

If you wish to keep your dashboard active just so you can access and download files 24/7 we offer a $99 per month plan to do so.

This is a great option for clients who may not have marketing tasks every month but want to keep all of their files in one place for when they do have tasks to be completed.

What can my project manager help me with?

Our project managers help you with reviewing and scheduling projects, hour estimates, dashboard troubleshooting, project deliverables, rush projects, and more.

Do you handle branding projects?

No. The clients we work with already have a clear branding message and direction on the assets that need to be created. If you are in need of a branding agency, we can recommend a few great agencies that can help you.

Do you handle art direction?

Typically no. However, we will offer suggestions on images and videos on a case-by-case basis. Most clients we work with have a clear artistic direction that they want to be implemented.

Do you handle marketing strategy?

The simple answer here is no, we do not offer marketing strategy. But we also want our completed work to work for you. We have over twenty years of digital production experience, and if it seems like a shift or change in direction is necessary to make sure that your requested project is the best possible product for you, we may make suggestions. If this does happen, your project manager will work with you to complete the project the way you see fit.

 

I am not quite sure what I need done, can you help?

Our goal is to make this process as simple and as streamlined as possible, so we’ve made our services straightforward with clear goals and associated tasks for clients who know what they want. We don’t offer art direction, creative concepts or strategy, so we may not have the answers you need if you’re unsure of the direction you need to take. However, your project manager is always available to walk you through our services and help match them with your project requirements.

My question is not included in the FAQ.

Please contact us with any questions you may have, either via your client dashboard or our website, and we will respond to you within 24 hours.

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