Terms of Service for Clients
The following terms highlight the most important guidelines for your service plan.
We strive to provide resources so that you can strive with us, regardless of the situation. While these terms are not a comprehensive list of questions and resources, it aims to cover the majority of concerns so that you can quickly understand and access what you need, when you need it.
Office Support Hours
Central Standard Time Zone GMT-6 (Central America – Click to open time converter)
Monday to Friday: 9:00 am to 4:00 pm
Excluding US national holidays
We do not observe daylight saving time and are always in GMT-6 hours
Welcome and Customer Service Overview Video
Welcome message and how to utilize your service plan from our Founder, Pol Cousineau
Submitting and Handling Requests
You can submit requests via any of the channels mentioned below to discuss billing, go over your service plan, or to launch a new bug fix or development task:
- Email help@thedigitalnavigator.com
- SMS messages to +1-888-519-4666
- Messages to WhatsApp +506 6478-6276
- Live chat at https://thedigitalnavigator.com during business hours
- NEW: 10-minute Zoom call (see Zoom Support below for more details)
- NEW: 10-minute Phone call (see Phone Support below)
- Form submissions at https://help.thedigitalnavigator.com
- Include “URGENT” in your subject line for emergencies so it gets flagged quickly in our inbox
Zoom Support
Clients may request a Zoom call to review or submit tasks. To begin, open a live chat or email us to arrange the call. If our team is available, the call may start immediately; otherwise, we will schedule the call with you and send a calendar invite with the Zoom link. Task intake calls are limited to 10 minutes and are intended to clarify requests—not for extended consultations.
Unlike most providers, we offer this option because we believe in the value of real human connection. Zoom calls ensure that communication is clear, personal, and aligned with our vision of building genuine relationships with the clients we serve.
Phone Support
Clients may request a phone call to review or submit tasks in a similar manner as seen in the Zoom Support section above, except we will provide you with a call-in number.
How to Avoid Delays
To help us process your requests quickly and accurately, please include all necessary information in your initial submission. This includes the page URL, links to images, write-ups, and videos. If more information is required, please respond directly to the confirmation email you receive after submitting your request. Do not create a new submission, as this may cause duplication and unnecessary delays.
In addition, if your request is urgent, it is important that you communicate through a direct and more human channel. Emails (by their nature) may take several hours to be classified and processed. Simply adding “asap” at the bottom of an email does not ensure expedited handling. Instead, please use live chat, send an SMS or a WhatsApp message during support hours or request a Zoom call through chat to speak with someone directly. This allows our team to properly assess the urgency of your situation and determine if it can be prioritized in the queue.
While we will make every effort to accommodate urgent needs, frequent rush requests may incur additional charges, and no guarantee can be made that a request will be completed outside of standard timelines.
How We Manage Your Requests
Each request is assigned a number and handled in the order received. When submitting requests by email or with a form you will always get an automated reply confirming that we have received your email; Please contact us via the live chat if you do not receive a confirmation within 48 hours on business days.
Requests will also be categorized by our customer service team as either a Bug or a New Development request. Use this terminology in your subject line or opening paragraph for optimized support.
Reminder: A bug is when a feature that used to work but is unresponsive, a recent request does not meet your specifications, or something is broken on your website; a new development is when you need to modify a page or email, replace or modify text or images on your site, create a new page, schedule an email, get software connected, or some other ‘new’ task opened per your website service.
Request Categories, Request Size and Completion Time
To keep expectations clear, we group all requests into three categories: small, medium, and large. The completion time for each request is based on the request size, and will be done sequentially on a first in first out basis, as follows:
- Small: 1-2 business days
- Medium: 3-6 business days
- Large: 7-15 business days
You can find examples and descriptions of task sizes by clicking on each option below.
Bug Fixes
Bug fixes are treated as a top priority and handled on the same timeline as small tasks. If an issue is more complex or requires working with a third-party provider (e.g., a plugin developer or external platform team), we will notify you as this may extend resolution time. Bug fixes do not slow down the development queue, but clients should understand that additional coordination may affect timelines.
Small tasks involve quick edits or fixes.
Small tasks are quick edits that do not change the overall structure of the site or system. These requests are included in Gold, Platinum, and Diamond plans. Examples include:
- Updating text, links, or images on an existing page.
- Uploading a blog post or article when content is provided.
- Adjusting form fields on an existing contact or opt-in form.
- Fixing broken links, formatting issues, or styling inconsistencies.
Medium tasks involve creating something new from existing templates or making bigger edits.
Medium tasks involve creating new items from templates or making more significant edits. These requests are not included in the Gold Plan, but are included in the Diamond Plan. Examples include:
- Setting up a basic email automation using existing layouts.
- Adding a new newsletter sign-up form or product checkout link.
- Modifying a template with light styling changes (e.g., buttons, colors, header variations).
- Cloning a landing page template and making a light variation.
- Creating a new email template or adjusting styling of an existing one.
Large tasks involve new layouts, custom builds, or more substantial styling.
Large tasks involve new designs, more substantial styling, or complex functionality. These requests are not included in the Gold or Platinum Plans and are only available under the Diamond Plan. Examples include:
- Designing or developing a new landing page template.
- Building a long-form sales page or a unique, custom-designed page.
- Creating new layouts without using templates (e.g., footers, multi-section homepages).
- Implementing significant styling changes beyond light variations.
- Developing advanced e-commerce, membership, or custom integrations.
How We Triage Urgent or Emergency Task Requests
Critical support is extra support when you need help the most. We address critical concerns as quickly as possible. To access this type of critical support, type “URGENT” or “EMERGENCY” in the subject of your request.
What is considered critical support?
Critical support requests include urgent issues like:
- Your website is down or broken
- You have experienced a possible website hack or virus
- You’re unable to process payments, or are having issues with the payment system affecting customers
- The lead collection form on a page receiving paid traffic is broken
- Your email software is sending emails to a group of contacts non-stop (stuck in an infinite email loop)
Non-critical requests include routine updates such as:
- You need to update the business hours on your website
- You need an email newsletter sent tomorrow morning
- You’ve experienced an isolated incident with a single user
- You have images, text or information on existing pages that need to be updated
- You want us to create a new page on your website
Our Website Management Plans
We offer three main plans: Gold, Platinum, and Diamond. Each plan includes unlimited bug fixes, with varying levels of other support depending on the plan.
The following table outlines the types of support each plan offers, while definitions for these services are included below the table:
| Best For | Basic website maintenance | Growing businesses with course/membership sites | Full-service support for complex needs |
| Site Hosting | |||
| Plugin & WordPress Updates | |||
| Speed Optimization | (Peak Performance Hosting) | (Peak Performance Hosting) | (Peak Performance Hosting) |
| 24/7 Uptime Monitoring | |||
| Content Delivery Network (CDN) | |||
| Daily Backups | |||
| Double Firewall Protection | |||
| Private Analytics | |||
| GDPR/CCPA Compliance | |||
| Task Types Included | Small tasks | Small + Medium tasks | Small + Medium + Large tasks |
| Task Examples | Update text/images, fix broken links | Create pages from templates, set up email sequences, integrate simple tools | Custom layouts, complex funnels, migrations, advanced integrations |
| Unlimited request & bug fixes | |||
| Third-Party App Support | Basic connection only (no troubleshooting) | Full support (e.g., GoHighLevel, Kajabi, ActiveCampaign, ClickFunnels, MailChimp) | Full support (e.g., GoHighLevel, Kajabi, ActiveCampaign, ClickFunnels, MailChimp) |
| eCommerce Support | |||
| Membership/Course Support | |||
| Multilingual Support | |||
| Human Support Channels | Email, Live Chat | Email, Live Chat, Zoom, Phone | Email, Live Chat, Zoom, Phone |
| Email Add-On | Basic transactional emails included + optional $50/100k emails | Basic transactional emails included + optional $50/100k emails | Basic transactional emails included + optional $50/100k emails |
| Custom Coding | Limited (e.g., minor CSS/PHP tweaks) | (e.g., plugin customization, new templates) | |
| CRM & Contact Management | |||
| Comprehensive Funnel Builder | |||
| Multi-Website Discount | $100/month (50% off) for additional Gold sites (shared queue) | $150/month (50% off) for additional Platinum sites (shared queue) | $150/month (50% off) for additional Platinum sites (shared queue with Diamond) |
Support Services Definitions
Site Hosting: Your website is hosted on a high-performance server to reduce downtime and improve page load speeds. Includes standard software licenses and support for basic transactional emails (password resets, receipts, login notifications) up to 1,000 emails per month. Marketing emails require the optional managed email add-on. Clients may connect and manage their own email service independently.
Plugin & WordPress Updates: WordPress core and plugins are updated by our team to maintain compatibility, security, and functionality. Updates are monitored to ensure key site functions, such as forms or checkouts, continue to work correctly.
Speed Optimization: The website is optimized for fast loading times, improving performance and user experience without manual intervention.
24/7 Uptime Monitoring: The Digital Navigator continuously monitors your site and responds promptly to downtime or urgent technical issues, helping prevent lost sales or frustrated visitors.
Content Delivery Network (CDN): A global CDN ensures your site loads efficiently for visitors worldwide.
Daily Backups: Full daily backups with 30-day archival to allow for easy site recovery in case of issues.
Double Firewall Protection: Two layers of firewall protection guard against unauthorized access, hacking attempts, and other security threats.
Private Analytics: Access to private analytics tools to monitor site traffic, engagement, and performance.
GDPR/CCPA Compliance: Standard compliance features to support privacy regulations.
Third-Party App Support: Assistance with supported third-party app integrations. Ongoing management is the client’s responsibility.
eCommerce Support: Support for online store functionality, including product setup, checkout configuration, and basic transactional processes.
Multilingual Support: Assistance for websites with multiple languages to ensure proper functionality and user experience across all supported languages.
Email Add-On: Optional managed email service at $50 per 100,000 emails/month, covering marketing campaigns, automation, and templates. Clients can also use their own email service but are responsible for setup and compliance. Basic transactional emails are included with hosting up to 1,000 emails per month.
Custom Coding: Implementation of custom code to achieve functionality beyond standard plugins, software configuration, or templates. Task requests are scoped according to small, medium, and large categories, with completion times dependent on complexity.
Multi-Website Discount: Plan members with multiple websites can bundle their website management services for up to 50% off:
- Gold Plan members may add additional Gold-level websites at $100/month (50% off). All sites share the same fulfillment queue.
- Platinum Plan members may add additional Platinum-level websites at $150/month (50% off). All sites share the same fulfillment queue.
- Diamond Plan members may add additional Diamond-level websites at $150/month (50% off). All sites share the same fulfillment queue as the Diamond site.
Note: Diamond-level websites cannot be added at a discount because they already include unlimited large tasks.
Website Management Service Policies
Upgrade and Downgrade Policy
Clients may upgrade from the Gold Plan to Platinum or Diamond at any time. Downgrades are subject to review for reasonable use and cannot occur while any medium or large tasks are in progress.
Note: The Ultimate Diamond Upgrade automatically provides three months of prepaid Diamond Plan services for $2,000 at the point of purchase. This includes all standard Diamond Plan features and full access to automated email marketing and website management. Tasks and integrations included in this upgrade are subject to the same submission, completion, and scope guidelines as the standard Diamond Plan.
Platform and Functional Support Policy
Platinum and Diamond Plan members may connect third-party platforms such as ActiveCampaign, Keap, Wix, Kajabi, GoHighLevel, Circle, Zapier, or similar tools. These connections are supported within the scope of your plan. While granular integration management and ongoing monitoring of these third-party platforms remain the client’s responsibility, you may use your development task requests to request our assistance within these platforms.
This means that while we will not proactively monitor or troubleshoot your third-party systems for broken integrations, failed automations, or ongoing performance issues, we will assist with setup, configuration, and modification of features in these tools when you provide clear instructions. This flexibility is a key differentiator of our service compared to many competitors.
Examples of Supported Requests
Below are illustrative examples of the types of platform and functional requests we may fulfill as part of your plan:
- CRM & Automation: Setting up a sales pipeline in GoHighLevel (e.g., creating 7 deal stages you provide) or building automations that update pipeline stages when appointments are scheduled.
- Community Platforms: Creating a new forum in Circle for enrolled students of a specific program and connecting the forum to your checkout system.
- E-commerce & Forms: Building or modifying checkout forms in Keap with your specified pricing and options.
- Email Marketing: Creating a new automation in ActiveCampaign that delivers a sequence of emails with defined timing, goals, and triggers.
- Video & Meeting Tools: Configuring your Zoom account so that all new recordings are automatically uploaded to Vimeo.
- Workflow Automations: Creating Zapier automations, such as sending a Slack notification when a form is submitted or a new row is added to a Google Sheet.
Requests are always evaluated based on their level of effort and classified as small, medium, or large tasks. For instance, a simple pipeline adjustment may be categorized as a small task, while building a complex, multi-step automation may be considered medium or large.
By clearly defining the task and providing the necessary details upfront (such as content, assets, or step-by-step instructions), you help us complete your request more efficiently and avoid delays.
Reasonable Use Policy
Each plan has a reasonable use policy. Gold is limited to bug fixes and small tasks, while Platinum and Diamond include medium and large tasks. If a client consistently exceeds plan limits, we will contact them to discuss options. Tasks that exceed plan capacity or are unusually complex may require additional fees.
Service Uptime and Redundancy Policy
Your electronic commerce platform is meant to stay online; your business and clients depend on it. Our recommended suppliers provide 99.9% uptime and 100% redundancy. We are not responsible and cannot be held liable for service interruptions caused by 3rd parties and our suppliers as our setup services are provided on a best effort basis.
Service Activation Policy
For hosting services, your website will go live within one week after payment and all credentials are received, during which time we will perform the setup. Setup includes server optimization, data transfer, configuration, and testing. Add-on services are activated within five business days.
Third Party Software Policy
We can connect to third-party services like Keap, Wix, Squarespace, Kajabi, and more. Clients are responsible for detailed integration and ongoing maintenance. You are also bound by the terms of service of any third-party service you use through us.
Expiration of Development Hours and Services Policy
Service hours from monthly service plans and subscriptions do not carry over to the next month when unused. Individual (non-plan) development, support and service hours are valid for a period of up to 12 months from the purchase date.
Website Access, Protection, and Performance
Website Ownership
Clients retain full ownership of their websites, subject to the Terms of Sale. We provide administrator access and new login credentials upon request. Your website always remains your property. However, you are responsible for any costs associated with hiring experts or required services to manipulate your data or perform a migration to another provider.
Security
Your website is protected through regular maintenance, timely updates, and monitoring. Data stored on our servers is encrypted using 256-bit encryption. If your site is infected with malware or hacked, we will clean and restore it at no extra cost, provided the issue is new and not pre-existing. Daily backups are included for websites hosted with us, and optional offline backups can be arranged for an additional fee.
Your service also includes the setup of an SSL security certificate, which enables HTTPS (the lock icon in the browser). This not only ensures secure checkout and protects sensitive information like credit card details, but also builds visitor trust and supports better visibility in Google search results.
High-Speed Performance
We will help you set up your website on cutting-edge servers that are configured for optimal speed. We guarantee that your website will be at least 10% faster than your current host no matter where you host! If we don’t meet this speed improvement we will continue optimizing your website and hosting to hit this goal or your money back.
Private Analytics Login
Private analytics are included for all plans. GDPR and CCPA compliance is included with Platinum and Diamond Plans, but configuration is only performed upon request. We raise this option during onboarding, though not all clients choose to enable it. Clients are responsible for privacy compliance if they manage their own emails or systems.
If ever you are unable to log in or reset your password for our private analytics platform, please contact our customer service team by clicking on the chat bubble in the bottom right corner or email help@thedigitalnavigator.com. User credentials that have not been utilized for 180 days or more may be disabled for security reasons.
Consent to Terms of Service Agreement
By using this website and our products and services, both paid and unpaid, you agree to our Terms of Use and our Terms of Sale. If we make changes to our Terms of Use or Terms of Sale, we will post those changes on these respective pages. Please review this page frequently and prior to utilizing our services to remain up-to-date with our Service Policy.
Last Significant Edit
The Terms of Services were updated on September 1, 2025 to accommodate service plan updates as well as changes to the handling of requests and completion time clarifications. They were previously updated on May 14, 2025, to add information about the private analytics login, clarify website ownership and activation dates; on April 18, 2025, to clarify the new Gold, Platinum and Diamond Plans; and on March 9, 2024, to further clarify what is included in each service plan and to modify the expected completion date based on the Bug or New Development request categorization.
Terms of Service FAQ
Can I get a discount for multiple sites?
Yes! Additional sites are 50% off and share your primary site’s queue.
• Gold: $100/month
• Platinum/Diamond: $150/month
What’s new with the service plans?
What counts as small, medium, or large tasks?
Do you support apps outside WordPress?
- Gold: Basic connection support
- Platinum/Diamond: Full support for GoHighLevel, Kajabi, ActiveCampaign, ClickFunnels, MailChimp, and similar tools
