Onboarding
Welcome to the family!
We can't wait to work together.
It’s time to get started with our work together! As we start settling in we want to be sure that you had everything you possibly needed for working with us. This guide lists all of our standard operating procedures and must knows about your experience with us. Anything specific to your project you will be receiving from us via email. Save this page for future reference, you may need to refer to it while working with us.
We believe that it’s important to practice what you preach so we do enforce these policies on an as-needed basis. Just like we hope you will with your clients!
Office Hours
Most days we will be at our desk from 9am to 5pm. We reserve the right to work when our schedule best accommodates. We work to produce results, and that can happen at all times of the day and night.
We believe that it’s important to practice what you preach so we do enforce these policies on an as-needed basis. Just like we hope you will with your clients!
Communication
Our primary communication tool is email or your project management tool. We do not accept texts, unplanned telephone calls, or direct messages via our social media channels as a means for business communications. Please help us be the best providers by keeping big conversations to email and any collaboration tools.
We ask for a 48 business hours response window for emails. Please know that if we do not respond that we have received your email, that we are working on getting an answer, that we understand, etc.
We ask for the same courtesy in return. If we send an email, please respond within 48 business hours. The success and speed of your project relies on our ability to communicate.
Collaboration Tools
We use a variety of online tools to manage project data, conversations, and action steps. Depending on the project and tools required, will may need to sign up for a free account if you don’t already use the system. There is no cost to you for using this system!
If you have any trouble using the tools we’ve provided for you, please let us know. We are happy to provide you with a recorded tutorial.
Homework
Meetings
In order to move your project forward, we will have several meetings to discuss requirements, review work to date and request approvals. Most of these will take place over the phone and/or using a web meeting software. These meetings will be defined in your project schedule and booked in advance.
Meetings can be rescheduled up to 24 hours in advance. If for any reason you have to cancel within 24 hours please email us directly. We understand that life sometimes interferes with work but we ask that you take seriously the time we’ve set aside to work with you.
payments
When you signed our contract, you agreed to a payment plan. We’ve already set up the payment plan in our invoicing system. You will receive a notification that your payment is due. We ask that you pay your invoice within 7 business days.
After 30 days of non-payment of the account we will cease work on your projects. Late payments after 14 days of non-payment will begin to accrue late fees.
The success and speed of your projects rely on your ability to make payments on time.
HOLIDAYS AND TRAVEL
We are closed and non-responsive on all Federal Holidays.
In the event that we shut down for more than 72 hours you will be informed 1 week prior to our closure. We will plan your project around any known vacation time to minimize any disruption.
The location, the schedule, and the nature of the travel will determine if there is allotted time to work. You will be informed if we will not be communicating.