Policies

Working with ASG


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

Please note, signed agreements between ASG and their clients supersede any policies outlined below.

Availability

Hours of operation are Monday through Friday from 9:00am to 5:00pm Arizona 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 after hours.

Pre-paid (retainer) client projects and tasks have first priority with the exception of urgent/rush projects. Other projects and tasks are completed on a first-come, first -served basis.


Requesting a Project

All projects (except urgent projects or those needed during non-business hours) should be sent via email to jenifer@supportmyoffice.com or through your task management program, and should always 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 two options for payment: Retainers and Packages. 

Retainers are packages purchased in blocks of hours and paid in advance. Retainer hours do not roll over. Any hours not used at the end of the month are void. A report will be sent mid-month to let you know how many hours have been used. Retainers are due on the first of the month.  Work will not commence until payment is received. 30 days’ notice is appreciated if you wish to cancel your retainer.

Packages require a non-refundable $250 deposit (or 10% of the estimated project amount if the project is over 10 hours). Packages are best for large or on-going projects. Package pricing is based on hours estimated to complete the project. When the project is complete, your deposit will be applied to the balance due.


Late Fees

A $50 late fee will be added to all unpaid balances after 7 days.
A 10 % late fee will be applied to any unpaid balance after 30 days and 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. 


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 completed.  This includes time spent on tasks and activities associated with a project, mandatory meetings, project consultations lasting longer than 15 minutes, and emails if they are considered to be excessive in number or length. ASG uses Everhour and Asana for project and time tracking.


Subcontractors

From time to time ASG may employ subcontractors to complete projects or parts of projects.  This may include designers, developers, or anyone needed for timely completion of the 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 non-urgent projects is 24-48 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.


*Please note, Arizona does not participate in Daylight Savings Time and because of this, business hours change when the time changes occur. From March to November business hours are aligned with Mountain Time; from November to March, Pacific Time.