Availability and Communication
We are available via email and phone Monday through Friday from 9:00 am to 5:00 pm Central time. Our normal response time is one business day, though our response time may vary. We do not work on weekends or holidays. Clients with current website management services receive priority response times.
Office phone and email are the primary means of communication accepted for our work together. We do not communicate via mobile phone, text message, social media, or instant/private messaging (like Facebook Messenger) since we cannot track these requests as a team. Text messages are reserved strictly for emergency situations and will be billed accordingly. Please note that we do not operate on holidays.
Delayed, Suspended And Abandoned Projects
A project is considered delayed if your response to our request for assets, information, feedback, approvals, etc. is delayed for more than 5 business days. When a project is delayed, we may remove it from our active queue and place it at the back of the line. Work will resume on a delayed project when we have received what was requested and our queue of work allows us to focus on your project again.
A project is considered suspended if your response to our request for assets, information, feedback, approvals, etc. is delayed for more than 45 days without a reasonable cause as determined by us. When a project is suspended, an invoice for the remaining balance of the project shall be sent and considered due upon receipt.
ONCE A PROJECT IS CONSIDERED SUSPENDED, IT IS THE SOLE RESPONSIBILITY OF THE CLIENT TO REACTIVATE THE PROJECT BY (1) SUPPLYING ALL ITEMS NECESSARY TO COMPLETE THE PROJECT AND (2) PAYING THE BALANCE OF THE PROJECT IN FULL.
After a project is considered suspended, we will not perform any additional work on the project until the project has been reactivated as explained above.
A project is considered abandoned if your response to our request for assets, information, feedback, approvals, etc. is delayed for more than 90 days without a reasonable cause as determined by us. WHEN A PROJECT IS ABANDONED, ANY MONIES PAID TO US FOR THE PROJECT IN QUESTION SHALL BE FORFEITED. Unless specifically provided otherwise in the Proposal of Services, if any website project is not completed within sixty (60) days from the commencement of Phase One due to delays caused by the client in providing necessary assets, information, feedback, approvals, etc., we reserve the right to begin charging website management fees as detailed in the Proposal of Services.
Late Payment and Collections
All invoices pertaining to web hosting, security, maintenance, or any other work on your website are payable on receipt. If an invoice goes unpaid for more than 30 days after the invoice was sent, WE RESERVE THE RIGHT TO SUSPEND YOUR WEBSITE FROM PUBLIC VIEW UNTIL ALL OUTSTANDING BILLS ARE CURRENT.
Fee Schedule
Cancellation and No-Show Policy
- For in-person appointments, a 1.5 hour charge will apply for missed appointments or cancellations with less than 4 hours notice prior to the scheduled appointment time.
- For virtual appointments:
- Free appointments will not be rescheduled if you miss the appointment and do not cancel at least 4 hours in advance.
- Paid virtual appointments will not be refunded if you miss the appointment, but can be cancelled or rescheduled up to 4 hours in advance with no penalty.
Late Payment Fees
- Invoices unpaid after 30 days will incur a late fee of $50 or 1% per month, whichever is greater.
- Late fees will compound monthly on any unpaid balance.
- Accounts 60 days past due may be subject to collections or legal action.
