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Public Overview

Public Information

Welcome to the public section of the SONAN DIGITAL documentation portal. This area contains information for anyone interested in learning about SONAN DIGITAL — our company, our services, and how to get in touch with us.

No account or login is required to access any page in this section.

What's in This Section

Page Who It's For What You'll Find
Overview Everyone What SONAN DIGITAL is, what the CRM platform does, and our technology approach
Client Information Prospective clients Services we offer, how to get started, and what the onboarding process looks like
Support & Contact Anyone needing help How to reach us, support hours, ticket process, and escalation

Looking for Something Else?

If you're already a client with portal access, head to the Client Portal documentation.

If you're a team member or administrator, log in to the platform and refer to your role-specific section from the documentation home.

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Not sure where to start?

Begin with the Overview page to understand what SONAN DIGITAL does and how the platform works at a high level. Then visit Client Information if you're considering working with us.

What is SONAN DIGITAL?

SONAN DIGITAL is a full-service digital agency offering web development, digital marketing, creative design, and technology consulting to businesses of all sizes. Our mission is to help organisations build a compelling digital presence and operate more efficiently through modern, purpose-built technology.

Company Overview

SONAN DIGITAL works with clients ranging from small businesses and startups to established enterprises. We combine strategic thinking with hands-on technical execution — delivering not just websites and campaigns, but the underlying systems that keep client businesses running smoothly.

Our team brings together expertise across:

  • Software Engineering — custom web applications, APIs, and integrations
  • Digital Marketing — SEO, paid media, content strategy, and analytics
  • Creative Design — brand identity, UI/UX design, and motion graphics
  • Project Management — structured delivery with clear milestones and communication

What is the SONAN DIGITAL CRM?

The SONAN DIGITAL CRM is a proprietary client relationship management platform built specifically for our agency workflows. Unlike generic CRM tools, our platform is deeply integrated with every service we deliver — connecting project management, billing, contracts, and client communication into a single unified system.

Core Capabilities

Capability Description
Client Portal Secure, branded portal where clients view proposals, contracts, invoices, and project updates
Project & Task Management Internal task tracking tied to client projects and time logging
Proposals & Contracts Digital proposal creation, e-signature workflows, and contract lifecycle management
Invoicing & Payments Invoice generation, Stripe-powered online payments, and payment tracking
Support Ticketing Integrated help desk for client support requests with reply notifications
Appointments Scheduling system for meetings and consultations
Notifications Real-time in-app notification system for key events
Internal Wiki Searchable knowledge base for team documentation

Who Uses the CRM?

The platform has distinct access levels for different user types:

  • Administrators — SONAN DIGITAL staff who manage clients, projects, and the full platform
  • Employees — Internal team members who log time, complete tasks, and access project resources
  • Clients — External users with a dedicated, scoped portal view of their own account

Technology Platform

SONAN DIGITAL's CRM platform is built on a modern, cloud-native technology stack designed for performance, security, and reliability.

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For Technical Audiences

This section gives a high-level technology overview suitable for prospective clients and stakeholders. Engineers and developers should refer to the Engineering section for full technical documentation.

Key Platform Characteristics

Cloud-Native & Edge-Optimised The platform is deployed globally via a cloud edge network, meaning the application runs as close as possible to the end user's location. This results in fast load times and high availability regardless of where your team or clients are located.

Secure Authentication All user accounts are protected by Supabase Auth, with support for multi-factor authentication (MFA) using authenticator apps. Client data is isolated at the database level — no client can ever see another client's data.

Payment Processing Online payments are processed through Stripe, one of the world's leading payment infrastructure providers. SONAN DIGITAL never stores card details — all payment information is handled directly by Stripe's PCI-compliant systems.

Email Infrastructure Transactional emails (invites, invoice notifications, support replies, etc.) are delivered via Resend, a reliable transactional email service with high deliverability.

Reliability & Monitoring The platform uses Sentry for real-time error monitoring and performance tracking, enabling the engineering team to identify and resolve issues before they impact users.

Our Services at a Glance

Web Development

We design and build fast, accessible, and maintainable web applications. This includes everything from marketing websites to complex web platforms and internal tools.

Digital Marketing

Our marketing team handles search engine optimisation, paid advertising campaigns, social media strategy, and content marketing — all tied to measurable business outcomes.

Creative Design

From brand identity and logo design to full UI/UX design for digital products, our design team creates work that is both aesthetically strong and functionally excellent.

CRM-Backed Client Portals

For clients who want a white-labelled or custom client portal experience, we build directly on our CRM infrastructure — giving your clients a professional self-service hub for their relationship with your business.

Client Information

Thinking about working with SONAN DIGITAL? This page explains exactly what services we offer, how we work with clients, and what the journey from initial enquiry to an active project looks like.

Services We Offer

SONAN DIGITAL is a full-service digital agency. Whether you need a new website, a comprehensive marketing strategy, or a complete digital transformation, we have the capability to deliver it.

Web Development

We build websites and web applications that are fast, secure, and built to scale.

  • Marketing Websites — Professionally designed, SEO-ready websites for businesses of all sizes
  • Web Applications — Custom-built software for internal tools, customer portals, and SaaS products
  • E-Commerce — Online stores with inventory management, payment processing, and fulfilment integrations
  • API Development & Integrations — Connecting your existing tools and systems via custom APIs
  • Maintenance & Support — Ongoing technical support for live platforms

Digital Marketing

We help businesses grow their online presence and acquire customers through data-driven marketing.

  • Search Engine Optimisation (SEO) — On-page, off-page, and technical SEO to improve organic rankings
  • Paid Advertising — Google Ads, Meta Ads, and other paid media campaigns managed to target ROAS
  • Content Strategy — Blog, social, and email content planning and production
  • Analytics & Reporting — Google Analytics 4 setup, dashboards, and monthly performance reports
  • Social Media Management — Content calendar creation, scheduling, and community management

Creative Design

We create visual identities and digital design assets that communicate your brand clearly and memorably.

  • Brand Identity — Logo design, brand guidelines, colour palettes, and typography systems
  • UI/UX Design — User interface and experience design for websites and applications
  • Graphic Design — Marketing materials, social media graphics, presentations, and print assets
  • Motion & Video — Animated graphics and short-form video content for digital channels

CRM-Backed Client Portals

For agencies and professional service businesses who want to offer their own clients a professional portal experience:

  • Custom-branded client portal built on the SONAN DIGITAL CRM infrastructure
  • Clients can view proposals, sign contracts, pay invoices, submit support tickets, and access shared documents
  • Fully managed and hosted — no infrastructure to maintain on your side

How to Get Started

Starting a project with SONAN DIGITAL is straightforward. Here is an overview of the typical journey from first contact to an active engagement.

Step 1 — Initial Enquiry

Reach out via any of the contact methods listed on the Support & Contact page. You'll speak with a member of our team who will ask a few questions to understand:

  • What you're looking to achieve
  • Your approximate timeline
  • Budget expectations
  • Any existing assets or platforms involved

There is no commitment or cost at this stage.

Step 2 — Discovery Call

We'll schedule a discovery call (typically 30–60 minutes) to go deeper on your goals. This helps us understand your business, your audience, and the outcomes you're working toward. We'll ask about:

  • Your current digital presence and pain points
  • Your target customers and what they need
  • Any technical constraints or integrations required
  • Success metrics you care about

Step 3 — Proposal

Following the discovery call, SONAN DIGITAL will prepare a detailed written proposal covering:

  • Scope of work
  • Deliverables and milestones
  • Timeline
  • Investment (pricing)
  • Terms

The proposal is sent to you directly via your client portal (or by email if your portal is not yet active). You can review, ask questions, and request adjustments before agreeing.

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Proposals Are Digital

Our proposals are sent as digital documents inside the client portal. You can approve them with a single click — no printing or scanning required.

Step 4 — Contract & Deposit

Once you approve the proposal, a contract is generated automatically. You'll sign it digitally inside the portal. A deposit invoice is issued at the same time, payable securely online via Stripe.

Step 5 — Onboarding & Kickoff

After the contract is signed and the deposit is received:

  1. Your client portal account is created and an invitation is sent to your email
  2. You'll set up your login and MFA (see the Client Onboarding Guide)
  3. A kickoff meeting is scheduled with the project team
  4. A project timeline with milestones is shared in your portal

Step 6 — Active Project

During the project you'll have:

  • Regular status updates in your portal
  • Direct communication with your project manager
  • Access to documents, design files, and deliverables as they are completed
  • The ability to submit support questions at any time via the support ticket system

Step 7 — Completion & Handover

At project completion, final deliverables are shared, a handover session is scheduled if needed, and an invoice for the final balance is issued. Ongoing retainers or support arrangements can be set up at this point.

What to Expect as a Client

Communication

SONAN DIGITAL is committed to clear, proactive communication. You will always know the status of your project, and your questions will be answered within our published support hours (see Support & Contact).

Revisions & Feedback

All projects include defined revision rounds in the proposal. Feedback is managed through the portal to keep all requests and changes in one place.

Transparency

All invoices, proposals, and contracts are available in your portal at any time. You'll receive email notifications for key events like new invoices, contract updates, or support replies.

Data Privacy

Your data is handled in accordance with applicable data protection laws. Client accounts are fully isolated — your data is never visible to other clients.

Onboarding Checklist for New Clients

  • [ ] Initial enquiry submitted
  • [ ] Discovery call completed
  • [ ] Proposal received and reviewed
  • [ ] Proposal approved
  • [ ] Contract signed digitally
  • [ ] Deposit invoice paid
  • [ ] Portal invitation email received
  • [ ] Portal login created and MFA set up
  • [ ] Kickoff meeting scheduled
  • [ ] Project timeline reviewed

Support & Contact

This page explains how to get in touch with SONAN DIGITAL, what our support hours are, and how the support ticket process works for existing clients. Whether you have a general enquiry or an urgent issue with your project, we have a clear process to help you.

Contact Methods

General Enquiries

For new business enquiries, partnership proposals, or general questions about our services:

Method Details
Email Use the contact form on our website or email us directly at the address listed there
Phone Available during business hours — see our website for the current number
Website Contact Form The fastest way to route your enquiry to the right team
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Response Times for General Enquiries

We aim to respond to all general enquiries within 1 business day.

Existing Clients — Support Tickets

If you are an existing client with portal access, the preferred and fastest way to get support is by submitting a support ticket directly inside your client portal.

Using the portal ticket system ensures:

  • Your request is logged and tracked against your account
  • You receive email notifications when the team replies
  • The full conversation history is preserved for reference
  • Response times are prioritised for portal tickets

See the Support Tickets Guide for step-by-step instructions on submitting a ticket.

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Portal Tickets Get Priority

Support tickets submitted through the client portal receive priority handling over general email enquiries. If you have a portal account, always use it.

Support Hours

Day Hours (Local Time)
Monday 9:00 AM – 6:00 PM
Tuesday 9:00 AM – 6:00 PM
Wednesday 9:00 AM – 6:00 PM
Thursday 9:00 AM – 6:00 PM
Friday 9:00 AM – 5:00 PM
Saturday Closed
Sunday Closed
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Public Holidays

Support is unavailable on public holidays. If you submit a ticket on a public holiday, we will respond on the next business day.

Response Time Expectations

The following response times apply to support tickets submitted through the client portal:

Priority Description First Response Target
Critical Platform completely inaccessible or data integrity issue Within 2 business hours
High Key feature non-functional, blocking active work Within 4 business hours
Normal General questions, minor issues, requests for information Within 1 business day
Low Enhancement suggestions, non-urgent feedback Within 3 business days
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Priority Assignment

Priority is assigned by the SONAN DIGITAL team based on business impact. You can indicate urgency when submitting your ticket, and the team will assess accordingly.

Support Ticket Process

For clients with portal access, here is a summary of the support ticket lifecycle:

Client submits ticket via portal
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Email confirmation sent to client
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SONAN DIGITAL team triages and assigns priority
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Team member responds via portal
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Client receives email notification of reply
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Conversation continues until resolved
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Client or team member marks ticket as resolved

For full instructions on using the ticket system, see Support Tickets.

Escalation

If you feel your issue is not being handled appropriately or within the expected timeframes, you can escalate by:

  1. Replying to your open ticket and explicitly requesting escalation — include "Escalation Request" in your message
  2. Contacting your named project manager directly if you have been assigned one
  3. Emailing the support team directly referencing your ticket number — available on our website

SONAN DIGITAL is committed to resolving all client concerns promptly. Escalated issues are reviewed by a senior team member within one business day.

Frequently Asked Questions

I haven't received my portal invitation — what should I do? Check your spam or junk folder first. If the email is not there after 30 minutes, contact us via the general enquiry form and we'll resend the invitation.

I've forgotten my password. Click "Forgot password?" on the login page to receive a reset email. If you use MFA, you will still need your authenticator app after resetting your password. See the Onboarding Guide for more.

I need to update my billing or payment details. Payment details are managed securely through Stripe. Navigate to the Invoices section in your portal for payment options. Contact support if you need help with billing.

I want to add another user from my organisation to the portal. Contact your account manager or submit a support ticket requesting an additional portal user. Include the name and email address of the person to be added.

I have a feature suggestion or feedback. We love feedback! Submit a support ticket with the type "Feedback / Suggestion" and describe your idea. Our product team reviews all suggestions.