Rates apply to all forms of communication, eg. phone, text, email
All sessions not initiated by the customer or their representative are billed at regular rate (A representative can their employees, contractors, vendors or any other entity associated with the customer)
Sessions that cross from one rate period to another will be split into separate time entries reflecting the current period rate.
When work is paused awaiting a customer reply, up to 30 minutes of wait time is billed before the session is closed.
Communications within 30 minutes of a completed session are treated as part of that session — the end time extends to cover the additional work.
Payment Terms: Credit Card / Auto Pay, A valid, current credit card must be kept on file. The card is charged at the time each invoice is created, and the paid invoice is emailed to the customer. Disputes and inconsistencies are handled on a case-by-case basis.
Uncollected Funds: Uncollected funds are invoice amounts that failed to charge due to a declined credit card. There is a $1,000 uncollected funds limit. Once reached, the account is suspended and no further work is performed until the outstanding amount is settled and a working credit card is restored on file. For Uncollected Funds less that $1000, the account is suspended and no further work is perform if the balance is not paid within 10 days.