We strive for clear boundaries and expectations in our work. We expect all Bozz Media clients to abide by the following policies and procedures.
Support & Communications
You can contact Bozz Media 24-7 using our contact form. We do our best to respond to all requests within 2 business days. Priority phone support, training & consultation are available at the current billable hourly rate and must be scheduled in advance.
Availability
Bozz Media is available for support and work requests most weeks Monday-Thursday. Requests received on Fridays will be processed on the following Monday. Bozz Media has a private closing schedule of holiday and vacation days available on request. We do our best to alert you of multiple weekday closings in advance and often have an associate available for your needs during extended closings. As a rule of thumb, we are closed for most federal holidays.
Sickness, Bereavement, Extreme Weather & Natural Disasters
In the event of sickness or injury, death of a family member or close friend, or extreme weather, Bozz Media may close temporarily without notice. Work requests and project work will resume as soon as possible. In the event that such closure exceeds 2 weeks, with your consent we will pass your pending work onto a trusted associate or agency. Your understanding and patience is appreciated during challenging life moments.
On-Call Web Development, Site Maintenance & Consultation Services
Bozz Media is happy to process your web development and maintenance requests on an on-call hourly basis with no retainer. Each request is billed on an hourly basis, with a 1-hour minimum per request. Follow-up adjustments within 24hrs of existing requests are 30 minutes minimum per request. To save time consider consolidating your requests into batches. Block rates with shorter minimums are available when acquired in advance in bulk via retainer fee, contact Steve for more information.
How Requests are Processed: The Pipeline
All work requests are processed in the order received. Due to the varying scope of requests, we cannot guarantee a delivery date. Generally, most site updates are completed within 2 business days.
Meetings & Phone Calls
All meetings and phone calls are billed in the same structure as work requests. Meetings cancelled less than 24 hours in advance are billed at the ordinary rate.
Urgent Service & Off-hours Service
We understand occasionally you may need Urgent Service–work to be performed on short notice or when we are closed for business. Urgent Service is available at two times (2x) the billable hourly rate Mondays, Tuesdays, Wednesdays and Thursdays [when the office is typically open], two and a half times (2.5x) the billable hourly rate Fridays, Saturdays and Sundays [when the office is closed for the weekend] and three times (3x) the billable hourly rate during any Bozz Media vacation or holiday closures. Off-hours Service that must be performed outside of business hours is available at three times (3x) the current hourly billable rate. All Urgent Service requests have a two (2) hour minimum, for each day Urgent Service is performed. We do not guarantee the availability of Urgent Service or Off-hours Service. To request either Urgent Service of Off-hours Service, use our contact form and note you are requesting ‘Urgent Service’ in your message. Any work requests received outside of the support form with ‘Urgent’ or ‘Emergency’ in the subject or body of a request will be considered Urgent Service requests.
Invoicing and Payments
We typically send monthly invoices in the first half of each month. Invoices may contain services rendered across multiple months and then delivered as a batch invoice. Unless otherwise noted in the DUE field of your invoice, all invoices are due in NET 30 days. If payment is not received NET 30 days of the invoice date a $150.00 + 5% of the outstanding balance late-fee will be applied to your outstanding invoice balance for each month your account remains overdue. Late fees will accrue and accumulate on a monthly basis. Outstanding balances not resolved within 90 days will be sent to collections. Any overdue account will have all services suspended until the outstanding balance is paid in full. The grant of any ownership, license or right of copyright is conditioned on receipt of full payment. All outstanding balances over three months overdue may be litigated in small claims court and/or civil court and/or will be sent to a collections agency.
Search Engine Placement
Bozz Media Web Site Packages employ certain Search Engine Optimization (SEO) practices to make your digital assets unique and discoverable by Google and other search engines. Because Google and other search engines use algorithms that are protected trade secrets and constantly evolving, we cannot guarantee top placement in any search engines. We do not perform any unsavory “blackhat” SEO tasks for clients that other agencies may provide. Bozz Media understands these tactics ultimately harm client SEO performance in the long run.
Security
Bozz Media uses certain best practices to audit and avoid security vulnerabilities, however due to the continuously emergent nature of hacking and exploits, we cannot guarantee your site will be free from security threats, hacking, malware, or viruses. Any work performed by Bozz Media to consult, identify, restore, repair, or monitor a compromised website is considered On-Call Maintenance & Development and will be billed at the hourly rate. If you are concerned about security, ask for our security audit and security hardening services for your site.
Updates and Backups
Unless hired to do so through Monthly Care Plan or via new work requests, Bozz Media takes no responsibility for regularly updating and backing up client sites. We are deeply concerned about the security and reliability of our client sites. Due to the security risks involved in leaving a site unmaintained, we place our clients without regular work requests (1hr per month) on monthly maintenance plans to ensure your sites are fully updated, backed up and secure.
Web Hosting
We cannot guarantee the performance of your web host. We are happy to work with you on troubleshooting web hosting issues at the current hourly rate. Bozz Media offers web hosting exclusively for our clients who are concerned about performance, uptime and reliability.
No Warranty
All works, services, consulting, advisement, suggestions or direction furnished under Bozz Media services are provided on an “as is” basis, without any warranties or representations expressed, implied, or statutory; including, without limitation, warranties of quality, performance, non-infringement, merchantability, or fitness for a particular purpose. Nor are there any warranties created by a course of dealing, course of performance, or trade usage. Bozz Media does not warrant that the operation of any service or website will be continual, uninterrupted, or error free.
Above policies subject to change at any time. Please Contact Bozz Media if you have any questions.