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.

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Office support hours:

Monday to Friday
9:00 am to 4:00 pm Central America Time (excluding US National holidays)

Requesting Help

Sending requests to us is easy. Please follow one of the following processes and we will be sure to respond within 48 hours on business days. Our goal is to complete requests in the next 3 business days.

If it is a complaint, use one of the methods above, but please clearly state that you want to talk to Pol.

If this request is an emergency, please write “URGENT” or “EMERGENCY” in the subject line so it gets flagged quickly in our inbox. For clarification around emergency situations, please see below.

Requesting Ongoing Support

If you are on a website plan, or our sales systems plans, review what is included in the plan from the following links.

When to Submit Work Requests

Task and work requests should be submitted for work to be completed within the next 3 businss days.

For larger project related tasks, such as building new web pages or a lead capture funnel, requests need to be subbmitted by Thursday at 4:00pm Central America Time for work to be scheduled the following week or later. During this one week time period, our internal team follows a high quality standardized, control process while working on our client’s tasks. This is how we guarantee the high quality of work that our clients praise.

I Need a Task Completed Within 72 Hours – What Do I Do?

That’s ok, we can help. Please fill out a help request form as mentioned above. However, please note, if the request needs to be completed in less than 72 hours there could be additional costs to you.

The Digital Navigator will do it’s best to provide you with high quality work but when the requests are sent for less than 72 hours, the work may not follow the usual quality standardized, control processes.

What is the Estimated Delay Cost?

Missed weekly deadlines for development submission for the following week are quoted around $200 per request. Price may vary and will be determined by The Digital Navigator team.

What is included in your service plan?

The Digital Navigator offers two different types of website performance service plans for clients: Professional and Executive. Both plans have tiered packaging that come with different levels of support.

Critical Support Publish New Content Edit Existing Content
Professional Plan
Business Accelerator (Legacy)
Executive Plan
  • Critical Support
  • Executive Plan
  • Business Accelerator Plan
  • Professional Plan
  • Emergency Support
  • Executive Plan
  • Business Accelerator Plan
  • Professional Plan
  • Professional Plan
  • Executive Plan
  • Business Accelerator Plan
  • Professional Plan

What is Critical Support?

Critical support is extra support to our clients when they need help the most. Critical concerns are addressed as quickly as possible.

Examples of Critical Support

  •   Website is down
  •   Website potentially was hacked
  •   A key website functionality is not working such as the payment/checkout is disabled (i.e. unable to process payments)
  •   ActiveCampaign email is sending emails to a group of contacts non-stop (stuck in an infinite email loop)
  •   The lead collection form on a “landing page” for which we are sending paid advertising traffic (such as FB Ads) is not working

Examples of NON-Critical Support?

  •   Updating business hours on website
  •   An email newsletter to be sent tomorrow morning
  •   An isolated incident with a single user.
    •   For example, a single person cannot download a PDF file from your website but it is working for everyone else or when you try to download it yourself.

Submitting information and Assets for your comprehensive campaigns and supporting projects

This only applies if you have a Sales System plan too run marketing campaigns.

You must submit all information and assets by agreed upon date for us to execute your marketing campaign.

If the information and the assets are not submitted by the agreed date, then it could result in a few different outcomes.

  •   Project timeline changing. The exact timeline would be discussed as we need to review our other projects.
  •   The Digital Navigator will not commence the work and then “fill in the gap” later. We need all of the assets to proceed with development.
  •   If assets are not provided in time, then this change in the timeline could also involve a “change order fee” to guarantee that we can reallocate our resources to support clients.
    •   The fee is approximately $500 for rescheduling, project management, moving our client accounts, etc.

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