Overview
Your Professional Services Team (also known as Services Team or Centre of Excellence) provides custom development and specialised services for your Access Volcanic website. They handle bespoke projects that require dedicated time, expertise, and resources beyond standard support.
Your custom development specialists
The Professional Services Team focuses on custom work that's tailored specifically to your needs. They have the time and dedicated resources to work on professional, bespoke projects that transform your website.
How they're different from other teams: While Support fixes technical issues and other teams help with standard platform features, Professional Services creates custom solutions, designs, and enhancements specifically for your business needs.
What Professional Services offers
The team specialises in custom development and design work:
Custom development: Bespoke functionality, integrations, and technical solutions built for your specific requirements.
Website design: Custom templates, branding, accessibility improvements, and visual enhancements.
Specialised services: Multi-language setup, data migrations, training programmes, and consultation work.
📌 Note: All Professional Services work is chargeable, except for your initial website build which was included in your package.
How to contact Professional Services
Need something that goes beyond your standard site features? Professional Services delivers custom features, layouts, and integrations that aren't available out of the box.
Recommended approach
Best route: Contact your Account Manager or Customer Success Manager first to discuss your ideas and requirements.
Why this helps: They can help shape your request, suggest the best approach, and ensure you get accurate quotes and timelines.
📌 Learn more: Meet your Account Manager | Meet your Customer Success Team
Raising a change request
For custom sections, templates, or functionality that isn't available in the Design Studio, you can raise a change request directly through the Support Portal:
Log in to your Support Portal
Go to Your Account and select Services
Choose Access Volcanic from the products list
Search for services like Web Site Development & Enhancements (hourly)
Request a quote or use Access FlexPoints if you have them
Submit your request with clear details, examples, and mockups
The Professional Services Team will contact you within 14 days
🤓 Tip: Include mockups, content samples, or references to designs you like. Visual examples help the team understand exactly what you need and speed up the quoting process.
What you can request through a change request:
Custom page layouts and bespoke templates
New sections with advanced functionality
Design enhancements beyond standard features
Specific styling or structural changes
📌 Note: Most change requests are chargeable based on development complexity. Using Access FlexPoints offers better value than paying directly, and many services show their FlexPoints cost upfront in the portal.
Access FlexPoints: Your service currency
What are FlexPoints
Access FlexPoints are a cost-effective, flexible way to access our value-added services, to ensure you get greater impact from your Access software solution. Think of them as your service currency: instead of paying for each service individually, you use FlexPoints to book the services you need, when you need them.
📌Learn more about Access FlexPoints from our website
How FlexPoints work
Get FlexPoints: You can purchase FlexPoints separately or get them included with certain website packages when you upgrade.
Use FlexPoints: The right people (or Points Guardian) in your organisation can book services online from the FlexPoints Services catalogues on our Customer Success Portal.
Points Guardian: Each organisation must allocate an individual within their business whose role it is to manage the FlexPoints – the 'Points Guardian'. This person controls who can use your FlexPoints and books services on behalf of others.
FlexPoints advantages
Better value: Using FlexPoints typically costs less than paying directly for services.
Flexible spending: Use your yearly allocation of FlexPoints to choose the services you require, when you require them.
Wide range: FlexPoints can be redeemed across multiple products, for any services in the online services catalogue.
Forward planning: You provide the flexibility to pull forward up to 30% of FlexPoints from the subsequent year, during the initial term of the contract.
Getting FlexPoints with website packages
When you upgrade your website package, you can get FlexPoints included:
Kickstarter Package: Includes Standard Customer Success Plan
Content Booster Package: Includes additional services and integrations
Website Excellence Package: Includes Premier Customer Success Plan with enhanced FlexPoints allocation
🔗 Learn more: Volcanic website packages and pricing
📌 Note: Contact your Account Manager to discuss which package includes FlexPoints and how many you'd receive.
Service delivery and costs
How it works
Quotes and timelines: The Professional Services Team provides detailed quotes after discussing your requirements.
FlexPoints vs direct payment: Using Access FlexPoints typically offers better value than direct payment for services.
Project planning: They'll work around your timelines where possible, subject to team availability.
Setting expectations
Timeline planning: Custom projects can take several weeks to start, so request services as early as possible if you have deadlines.
Availability dependent: Service delivery depends on team capacity and project complexity.
📌 Note: Professional Services handles primarily one-off projects rather than ongoing support arrangements.
Professional Services vs Other Teams
Professional Services Team: Create custom solutions and bespoke development work.
Support Team: Fix technical issues and handle standard platform troubleshooting.
Customer Success Team: Help optimise platform usage and provide strategic guidance.
Account Manager: Handle business relationships and coordinate service requests.
🤓 Tip: Think of Professional Services as your custom development team: they build what doesn't exist yet, while Support fixes what's already there.
Key service areas
Based on the full services catalogue, Professional Services can help with:
Website Enhancement
Custom design work and branding
Accessibility improvements and compliance
Multi-language website setup
Expert Services
Bespoke integrations and functionality
Technical enhancements and optimisations
Platform Health Checks
Strategic Services
Training programmes and consultation
Data migration and content services
Project management and delivery support
📌 Note: The full services catalogue is available through your Support Portal with detailed descriptions and FlexPoints costs.
FAQs
Q1: How do I request Professional Services work?
Answer: Contact your Account Manager or Customer Success Manager first to discuss your needs, then they'll coordinate with Professional Services for quotes and delivery. You can also submit a change request directly via the Support Portal.
Q2: Are all services chargeable?
Answer: Yes, except for your initial website build. However, you can use Access FlexPoints for better value, and some basic consultation might be included in your Customer Success Plan.
Q3: How long does it take to start a project?
Answer: It can take a few weeks for the Professional Services Team to begin work, depending on their availability and your project complexity. Plan ahead for deadline-driven projects.
Q4: What's the difference between Professional Services and Support developers?
Answer: Professional Services developers focus on creating custom solutions and bespoke work, with dedicated time for quality assurance. Support developers specialise in fixing technical issues and complex bugs.
Q5: Should I use FlexPoints or pay directly?
Answer: FlexPoints typically offer better value, and many services show FlexPoints costs upfront in the Support Portal. Discuss options with your Account Manager if you're unsure.
Q6: Can I contact Professional Services directly?
Answer: You can request services through the Support Portal, but we recommend discussing your needs with your Account Manager or Customer Success Manager first to ensure the best approach.
Q7: Do Professional Services work on ongoing projects?
Answer: They primarily handle one-off projects and custom development work rather than ongoing support arrangements.
Q8: How do I know what services are available?
Answer: The full services catalogue is available in your Support Portal, showing available services, descriptions, and FlexPoints costs where applicable.
Q9: How long does it take to hear back after submitting a change request?
Answer: The Professional Services Team typically contacts you within 14 days to discuss your request and provide a quote.
Q10: Can I request a new template for my site?
Answer: Yes, you can request additional templates through a change request, but they require development work and are chargeable.
Q11: What should I include in my change request?
Answer: Include a clear description of your goal, mockups or wireframes, sample content, and references to existing sections you like. This helps avoid delays and ensures accurate quotes.
Q12: Can platform-generated pages be customised through a change request?
Answer: Most platform pages have fixed templates that can't be changed individually, but some styling options may be available. Discuss this with your Account Manager first.