Client Success Guidelines

At WTF Media, we aim to build smooth, collaborative relationships with our clients by setting clear expectations from time to time. Please take a moment to review the following document which outlines our working structure, communication norms, and operational policies.

Work Culture & Team Support Policy

We take pride in our work ethic and collaborative spirit. Our team is trained to support all our clients efficiently while upholding internal culture, skill-building, and accountability.

Working Hours

• Our office operates from Monday to Friday, 10:00 AM to 7:00 PM (IST).

• Any task or communication received after 6:00 PM will be acknowledged the same day but executed the next working day.

• Our office premises close at 8:00 PM, and all team activity concludes by then.

Delays, Maintenance & Delivery Commitments

Turnaround Time

• All client tasks, irrespective of size, have a standard turnaround time of 48 hours, unless marked as critical and time-sensitive for ongoing campaigns.

• Time estimates may vary depending on the complexity of tasks, the project coordinator will flag such scenarios in advance.

Shopify Sales & Launches

• Shopify currently does not support pre-scheduling of sales or product launches.

• We recommend aligning all sales and promotional activities within our working hours to avoid last-minute errors or technical disruptions.

New Development Testing

• For any new functionality, app integrations, or major website updates:

• Joint testing and approval from all stakeholders is essential before going live.

• We will assist with testing and QA, but final sign-off is a shared responsibility to ensure smooth execution.

Saturday & Sunday Policy

• No client work is undertaken on Saturdays. This day is reserved exclusively for internal training, team building, and upskilling.

• For any urgent weekend support, we request a minimum notice of 5 working days so that we can plan resources in advance.

Communication & Coordination

• All client communication and task details should be shared via email or on the designated WhatsApp group for documentation and tracking.

• WTF Media will share a custom task tracker with your team.

• We request you to follow and update this tracker regularly, so all deliverables, deadlines, and discussions are streamlined.

• This helps maintain transparency and minimizes the risk of miscommunication or missed details.

Accounts, Onboarding & Termination

For all queries related to onboarding, invoicing, retainers, or termination:

• Please reach out to the appropriate contact below. These channels ensure your privacy and will help us serve you faster and better.

Primary Contact (Mannu):
📩 business@wtfsupports.com

Accounts & Billing:
📩 accounts@wtfsupports.com