Policies

Working with ASG


We are in the business of helping you build a successful business.  As a business owner, you know the importance of having policies in place to create a mutually beneficial work environment.

Availability

Availability is on a first-come, first-serve basis. Retainer clients have first priority with the exception of rush projects.

Hours of operation are Monday through Friday from 8:30am to 5:30pm Central Time.  Projects sent after business hours will be addressed on the following business day.  We are available on weekends for urgent matters. Contact for urgent or after hours projects should be made via phone or text, not email, as email is not checked on weekends.


Requesting a Project

All projects (except urgent projects or those needed during non-business hours) should be sent via email to jenifer@supportmyoffice.com and include the following:

  • Detailed instructions needed to complete the project or task
  • Project deadline or need-by date
  • All logins needed to obtain access to sites and accounts used for completion of project
  • Samples (where applicable)

Payments

ASG offers three options for payment: package, hourly and retainer. 

Retainer hours do not roll over. Retainers are paid in advance and due on the first of the month.  If not received by the 3rd of the month, work will cease until payment is made. Hourly invoices are sent on the 1st and the 15th and require a $250 minimum deposit.


Late Fees

A $50 late fee will be added to all unpaid retainer balances as of the 3rd of the month in which it is due.  A 10 % fee will be applied to any unpaid balance after 30 days. This fee will be applied monthly, on the 1st, until the balance is paid.  Outstanding balances after 90 days will be sent to collections at the client’s expense.  A 30 day cancellation is appreciated if you wish to cancel your retainer.


Rush Orders

A $50 fee will be added to all rush projects.  A rush project is one with a deadline of less than 24 hours.


Billable Hours

Billable hours are those billed to the client for work done.  This includes time for actual projects, tasks and activities associated with the project, meetings (phone, in-person or online), and reading project emails. Retainer and hourly projects are billed in 5 minute increments with a one hour minimum for hourly projects and a 10 hour minimum on monthly retainers.


Subcontractors

From time to time we may employ subcontractors to complete projects or parts of projects.  This may include designers, developers, or anyone needed for timely completion of the your project.  All subcontractors are vetted by Jenifer and all work is checked for quality, before delivery to the client.


Turnaround Time

Average turnaround time for projects is less than 48 hours.  Some projects may take longer. Deadlines will be discussed as part of the scope of work.


All Sales are Final

We take pride in our work and all projects are thoroughly reviewed before delivery to the client. We will do everything we can to ensure you’re pleased with the end result.  There are no refunds for unused deposits or retainer payments.