FAQs

• What if I need a project rushed?

  Beautiful art takes time and we never want to rush through a project without giving it the time and attention it deserves. With that being said, we understand that there are times where things come up and you need a project asap.
  
  Our team will evaluate rush project requests on a case by case basis with the following in mind:

  • Scope of the project

  • Urgency

  • Team capacity
    

  If we are able to accommodate a rush request, we charge a credit surcharge.

• I have questions about a specific project, who should I contact and how?

  If you have a question about a project that has already been submitted in monday.com, feel free to tag us using @help on the item in monday.com.
  
  For questions on projects that have not yet been submitted regarding credits, due date, etc, please reach out Kaprea (kaprea@dps.team).
  
  For creative questions on larger projects like buildouts, please reach out to Josh (josh@dps.team).

• I need a project by the weekend, by when do I need to submit the request?

  Standard digital and print deliverables have a 2-3 studio day turnaround time. To ensure that you will recieve your project by the weekend, please submit them by that Tuesday. For emergencies, we do have an extended noon deadline on Wednesdays.
  
  Motion projects have a 3-4 studio day turnaround and are not included in the extended, Wednesday noon deadline. These must be submitted by Tuesdays in order to receive them by the weekend.
  
  Have an emergency request? Feel free to email us

  **Please see our above FAQ regarding Rushed Projects.

• My buildout is complete, but I need more assets. Can I request new deliverables within a certain buildout?

  Once a buildout is complete, you can requests additional digital, print, motion and merch deliverables within that buildout.
  
  Just fill out the request forms in your client hub, and when it asks you to “Choose Your Buidout” within the design options, select your desired buildout!

• How do credits work? When do my credits get charged?

  Monthly credits depend on your Subscription tier. Each month, your credits will reset. Unused credits do not roll over month to month.

  Monthly credits are deducted when you make a request, not when the request is delivered.

• What happens if I run out of credits but need more before the month ends?

  You can purchase additional credits in a credit bundle. We currently sell them in bundles of 10 for $850 each. Purchased credits do rollover and remain on your account for the life of your contract.
  
  To purchase a credit bundle or learn more, please email us at help@dps.team!

• I have a big event coming up and need a lot of assets. What's the best way to go about this?

  Our recommendation would be to first request a buildout to get your branding nailed down. Once the buildout is completed, you can do a couple of bulk requests for digital assets and then a large PDF request for signage, flyers, etc.

• My project status is marked "Stuck". What does that mean?

  Our team will mark a project stuck for a number of reasons:

  1. We are missing critical information and cannot move forward on the project without it

  2. We need access to a shared file or folder

  3. A payment for your subscription is overdue

  4. Your request puts you over your credit allotment for the month

  If your project is marked stuck, our team will either comment or reach out via email to let you know what is needed to move your project forward.

• I want to add some of our teammates to monday.com. What are next steps?

  We ask every new user in monday.com to go through our brief systems training course! It is a 26-minute video walkthrough of your Client Hub, your one-stop shop for all things DPS. 
  
  To add someone to your team, email Kaprea (Kaprea@dps.team) and let her know who you want to add. We will follow up and ensure your teammates are taken care of!