Creative Emm

Customer Support

1. Overview

Welcome to the official Customer Support Page for Creative Emm LLC ("Creative Emm"). We are committed to providing professional, responsive, and reliable support to all clients across our branding, design, digital, and creative service offerings.

This Support Page outlines our support structure, communication channels, response times, escalation procedures, and operating standards. Our support processes are aligned with:

  • U.S. Federal Trade Commission (FTC) communication guidelines
  • Wyoming State business and consumer communication expectations
  • ADA accessibility considerations for digital communication
  • International service support best practices
  • Our internal Operating Agreement and quality standards

2. How to Reach Support

You may contact Creative Emm LLC through the following official channels:

Primary Support Email

hello@creativeemm.com

For all project, account, billing, revision, and general support inquiries.

Project Management Tools

(Depending on your project)

  • Notion
  • Trello
  • ClickUp
  • Email-based ticketing

Scheduled Meetings

For calls or deep-dive discussions, clients may book via our official calendar link (shared upon onboarding).

3. Support Categories

Creative Emm LLC provides support across the following areas:

3.1 Project Support

  • Clarification on tasks, deliverables, or timelines
  • Revision requests (per agreed revision cycles)
  • Creative direction discussions

3.2 Technical Support

  • File delivery issues
  • Format or export support
  • Website handover support
  • UI/UX implementation assistance (where included)

3.3 Billing & Account Support

  • Invoice questions
  • Payment confirmations
  • Subscription inquiries (for monthly design plans)

3.4 Design Asset Support

  • Accessing source files
  • Requesting final exports
  • Re-downloading completed project files

4. Response Times

Creative Emm LLC adheres to the following standard response times during regular business hours:

  • General Support: 12–24 hours
  • Project-Specific Requests: 24–48 hours
  • Technical Assistance: 24 hours
  • Billing Support: 48 hours
  • Urgent Escalations: Same business day (if applicable)

Response times exclude weekends and U.S. public holidays unless otherwise agreed in writing.

5. Issue Resolution Process

We follow a structured four-step support flow:

Step 1 — Acknowledgment

Your request is acknowledged within the standard response timeframe.

Step 2 — Assessment

Our team reviews your inquiry, gathers information, and identifies the required action.

Step 3 — Resolution

We work to resolve the issue, provide the requested deliverables, or clarify next steps.

Step 4 — Confirmation

We confirm that the issue has been resolved or request additional information if needed.

6. Escalation Policy

If an issue is not resolved at the initial support level, you may request escalation.

Escalation Levels:

  1. Support Lead — For persistent or unresolved issues
  2. Project Manager — For timeline or deliverable conflicts
  3. Creative Director — For creative direction, quality, or strategic decisions
  4. Executive Escalation (COO/CCO) — For contractual or high-severity matters

Escalation requests must include:

  • Your name and project
  • Description of the issue
  • Previous attempts at resolution
  • Desired outcome

7. Client Responsibilities

To ensure efficient support, clients must:

  • Provide complete and accurate details related to their inquiry
  • Respond promptly during ongoing issue resolution
  • Share necessary access, files, or clarifications
  • Follow agreed communication channels

Delays in client communication may affect timelines.

8. File & Data Handling

Creative Emm LLC follows strict data security principles:

  • All delivered files are stored securely via cloud platforms
  • Client data is handled per our Privacy Policy and U.S./international standards
  • Sensitive files are shared only through secure channels

We recommend clients download and back up final files upon completion.

9. Service Limitations

Support does not include:

  • New project requests outside existing scope
  • Additional revisions beyond contractual limits
  • Emergency weekend or holiday support unless explicitly agreed
  • Support for third-party systems outside our control (e.g., hosting provider failures)

10. Accessibility & Inclusivity

Creative Emm LLC strives to provide accessible support in compliance with:

  • ADA digital communication expectations
  • International accessibility principles

Clients may request alternative communication methods when needed.

11. Policy Updates

This Support Policy may be updated to reflect:

  • Changes in service offerings
  • Legal or regulatory updates
  • Internal operational updates

The updated version will include a new "Effective Date."

12. Contact Information

If you need assistance, please contact:

Creative Emm LLC

30 N Gould St, STE R

Sheridan, WY 82801

Email: hello@creativeemm.com

We are here to support you and ensure a seamless creative experience.