Dedicated Comms & Support

To ensure smooth collaboration and reduce production delays, Kaedim provides a structured system of communication and support for all partners. This framework defines how teams interact, who to contact, and how responsibilities are shared.

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Communication Channels

We set up dedicated channels to make communication direct and traceable. Options include:

• Slack / Discord: A shared workspace for day-to-day communication, quick questions, and updates.

  • Other channels: We're happy to set up alternative communication or messaging channels upon request.

• Email threads: For requests and responses that need to be tracked more formally.

Communication Roles

• Account Manager

  • Oversees overall communication and delivery schedules.

  • Coordinates updates and ensures requests reach the right Kaedim teams.

  • First point of contact for escalations outside of art-related topics.

• Art Lead

  • Handles creative and technical alignment.

  • Reviews briefs, provides clarifications, and ensures quality control.

  • Escalation point for creative disagreements or urgent art reviews.

• Support Specialists (as needed):

  • Available for technical setup issues (e.g., integrations, platform access).

  • Provide coverage during off-hours in 24/7 support agreements.

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24/7 Support

• Scope:

  • Available for partners under extended support agreements.

  • Covers urgent production blockers, delivery-critical queries, and technical platform issues.

• Structure:

  • A rotating on-call support specialist monitors the dedicated channel and email.

  • Clear escalation handoff between regions ensures round-the-clock coverage.

  • Escalations beyond support are routed to Account Manager and Art Lead as needed.

• Response Times:

  • Critical issues: Acknowledgment within 1 hour.

  • High priority issues: Resolution plan within 12 hours.

  • Standard issues: Follow normal SLA response times.

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Best Practices for Partners

• Use the dedicated channel as the single source of truth for project communications.

• Tag the Account Manager for timeline, resource, or delivery concerns.

• Tag the Art Lead for creative or technical alignment questions.

• Use escalation keywords (e.g., URGENT or BLOCKER) in messages to trigger immediate attention.

• Keep all approvals and critical notes in writing within the channel for traceability.