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 America Time Zone GMT-6
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
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.
- Email us at help@thedigitalnavigator.com to submit a request
- Submit a request form at https://help.thedigitalnavigator.com
- Include “urgent” in your subject line for emergencies
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.
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.
Larger Projects and Requests
For larger projects such as building new web pages or a lead capture funnel, requests need to be submitted 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.
Missing Information and Delays
Please review your request to ensure it includes all the necessary information, including links to images, write-ups and videos. If you missed something you can reply to the system generated confirmation message you received when you submitted your request. Please respond to your original request and do not make a new submission to avoid delays.
If information is missing, we will inform you when we review your request during the allocation process. We cannot commence the work and “fill in the gap” later. Thank you for your understanding.
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. Make sure to type “URGENT” or “EMERGENCY” in the subject of your request.
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.
| Critical Support | Publish New Content | Edit Existing Content | |
|---|---|---|---|
| Professional Plan | |||
| Business Accelerator (Legacy) | |||
| Executive Plan |
What is included in Publish/Edit Content requests?
When your plan includes Publish/Edit Website Content, we will update the content of your existing pages. This includes modifying the written text, changing images, updating videos, adding a new form, inserting a new section within a page, editing a column width, changing backgrounds and colors. We can also publish a blog post, create a product or add a single lesson page to an existing course or membership site.
This does not include custom coding, creating new page layouts, video or image editing, creating animations or modifying a custom Theme.
You will need to provide the page you want to update, the text or media that needs to be replaced, and the new content you want in its place.
The service is based on reasonsable use and we understand you may have creative bursts with several requests without needing updates for other extended periods while some businsses will submit updates on a weekly basis. The service is intended for an average of 2 requests per week which we’ve assessed meets all content update requirements of the majority of our clients. Should you make extensive use of the service beyond this, or requests outside of the intended use such as custom coding, we’ll reach out to you to discuss a solution which meets your needs.
- 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. Make sure to type “URGENT” or “EMERGENCY” in the subject of your request.
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.
Service Policies
Please READ carefully by utilizing a product, service or subscription you (herein referred to as “Client”) agrees to the follow policies stated herein.
Your data is Your data
You always have administrator access to your accounts and website and we will provide you with new login credentials upon request. All of your information and data always remains your property and is accessible to you. You understand that you are responsible for the costs of hiring experts and required services to manipulate your data or perform the migration. In the unlikely event of a dispute or migration of your services to another provider you will have full access to your data and website to perform the transfer. It’s simply the right thing to do.
We understand the value and importance of your website, content, and marketing system for your business. That’s why you own it, always.
Service Activation
New client services are activated within 30 days and all client account login credentials required for us to perform the service activation and setup service must be received by the client within 5 business days of our request for login credentials, unless otherwise agreed. Add-on services are activated within 5 business days.
For website hosting services, the plan starts immediately when you acquire it and the website will be ready to “go live” within 1 week. This period is used to optimized your website code, transfer data, configure the server and perform testing prior to sending live traffic to your website.
Security
This section applies to our Managed WordPress service. Hackers frequently exploit loopholes in old software versions and improper configuration which could cause thousands of dollars in damage. Through regular and timely maintenance, and monitoring, we help to protect your business and keep your assets online. Data stored on our servers is encrypted using 256 bit encryption. If your website gets infected or hacked, and it did not have any prior malware, viruses or other pre-existing exploits, then we will clean and restore your website free of charge in the event such an event occurs.
Updates and Maintenance
This section applies to our Managed WordPress service. Your website and related plugins and add-ons are updated regularly to ensure optimal security and performance of your services and optimal security. For all services we ensure each new software installed is compatible with your setup and will help your revert to backup data if necessary and at no additional cost. We understand it is crucial that your online business stays online. We use our judgement to determine the timing of the updates to maximize performance, reduce risk and minimize potential conflicts between your unique software stack.
Data Protection and Backups
Your website information is backed up daily. This increases the protection of your online business and ensures a speedy recovery in the unlikely event of successful attacks by hackers or other events that may compromise your site. Some clients also want to store an offline backup copy and we will assist you with setting this up for a mutually agreed fee based on frequency, size and location of backups.
High speed Performance
We will help you setup your website and online business system on cutting-edge Google Cloud Platform powered service that is 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.
Service Uptime and Redundancy
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.
Security Certificate and SSL & HTTPS Checkout
Your service includes the setup of a security certificate to enable HTTPS and SSL checkout (the lock icon) which gives confidence to your visitors that their sensitive information and credit card details are protected. Having an https website is now an important Google ranking factor which means that more visitors find your site through search engines.
Agreement to ActiveCampaign Terms of Service
If you acquire an email marketing plan with us, you are also bound by the Terms of Service of ActiveCampaign. By clicking to indicate your acceptance of the terms of purchase on checkout, or otherwise accessing or using the email marketing services, you agree to these ActiveCampaign Terms of services. Click here to read the ActiveCampaign Terms of Service.
Expiration of Development Hours and Services
Development, support and service hours are valid for a period of up to 12 months from the purchase date. Service hours from monthly development packages and monthly subscriptions do not carry over to the next month when unused.
Consent to these policies
By using this website and our products and services, both paid and unpaid, you agree to our Terms of Use. If we make changes to our Terms of Sale or Terms of Use, 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.
