SUBSCRIPTION PLAN - NOVEMBER 2018
CLIENT SERVICES AGREEMENT
Jan & Susan
349L Copperfield Blvd #316
Concord NC 28025
(765) 267-8726 | firstname.lastname@example.org
In this Agreement, the party who is contracting to receive virtual administrative services is referred to as the “Client” and the party who will be providing the services (Jan & Susan) is referred to as the “Service Provider.”
This Client Services Agreement is entered into between the Service Provider and Client and made effective as of the date the terms of the agreement are accepted.
Services included in subscription plans: bookkeeping entries; payroll processing; graphic design; website maintenance; lead prospecting/client acquisition; e-newsletters; social media posting and optimization; blog posts; email and calendar management; CRM/marketing services; presentations; data entry; online scheduling; online course/webinar creation; other tasks agreed upon between Service Provider and Client.
Services not included in subscription plans: Premium services such as website design, payroll processing fees, online course creation; business packages and other large-scale projects. The Client may contract with the Service Provider separately for services not included in the subscription plan; some premium services may be discounted for subscription clients.
Definition of Services
The Service Provider defines a “task” as a routine assignment which is charged against the Client’s monthly subscription plan in 15-minute increments. A “project” is an assignment which is priced separately because it is larger in scope and/or requires more time than the Client's subscription plan. ﾠA “premium service” is a service which is priced separately, such as website design, payroll management or a business package. Price quotes for projects and premium services are provided in advance for the Client’s approval.
Subscription Plans, Fees and Payments
The Service Provider will provide ongoing administrative support by a virtual assistant at a discounted rate up to the number of hours per month in the subscription plan selected below. A three month minimum is required for all subscription plans.
Client may cancel a subscription after the initial three month minimum or select another subscription plan; subscription fees are non-refundable.
Payment for subscription fees are required in full in advance of services with the first payment due on the date of initial subscription; subsequent payments are due on that date monthly. The Client authorizes automatic payments to be made on the due date via debit or credit card.
If the card is declined or payment cannot be processed for any reason, the Service Provider will contact the Client and allow 3 days for payment to be received. If after 3 days the payment still cannot be processed, a $25 late fee will apply; after 7 days without payment, the Client subscription will be canceled and Service Provider will discontinue services. Reinstating services will require a new subscription plan for a minimum of three months and payment of the $75 late fee for the prior plan.
There is no refund or rollover for unused hours. When services are requested requiring more time than available in the monthly subscription, the Client may (1) upgrade to the next subscription level for three months; (2) purchase additional hours at $50/hour (whole hours only); (3) delay the task(s) until subscription hours are renewed, or (4) remove the task request(s).
Communications and Project Management
An online project management space (Basecamp) shall be provided to the Client, and communication, task requests, file exchanges, and discussions shall take place within Basecamp. Service requests for tasks may be submitted in Basecamp at any time, day, night and weekends.
Phone appointments are reserved for clients during business hours through online scheduling. Clients may also contact the Service Provider by email or text (765) 267-8726 for non-task related communication.
Work Hours and Holidays
Service Provider assistance is generally available during standard business hours, Monday through Friday, 8:30am to 5:30pm (EST/EDT).
The Service Provider observes major U.S. holidays; virtual assistants are offline and spending quality time with family and friends on these occasions during the year: New Year’s Eve (half day), New Year's Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and following Friday, Christmas Eve, Christmas Day. When a holiday falls on a weekend, the Service Provider will follow the U.S federal day of observance.
Task Completion and Time Tracking
Virtual assistants are a shared resource among multiple clients; as such, the Service Provider does not offer immediate turnaround. The average turnaround time for most basic administrative tasks is 1-2 business days. If a task requires more time for completion, an estimated date of completion is provided to the Client in Basecamp. Rush projects of 24 hours or less, and projects requiring weekend or holiday work, may be subject to a 25% surcharge and/or other rush fees. Service Provider reserves the right to refuse any project or service request.
Tasks are charged against the Client’s monthly subscription plan in 15-minute increments. (Example: A task completed in 12 minutes will be rounded up to 15 minutes; a task completed in 52 minutes will be rounded up to one hour, etc.) When possible, the Service Provider will bundle smaller tasks to maximize use of subscription hours.
All tasks and minutes/hours charged against the monthly subscription are tracked in Basecamp and may be viewed by the Client at any time. It is the responsibility of the Client to monitor the time used and/or available; there is no refund or rollover for unused time during the subscription month.
Non-Disclosure and Non-Solicitation
Service Provider shall not directly or indirectly disclose to any person other than a representative of Client at any time either during the term of this Agreement or following the termination or expiration thereof, any confidential or proprietary information pertaining to Client, including but not limited to customer lists, contacts, financial data, sales data, supply sources, business opportunities for new or developing business, plans and models, or trade secrets. Furthermore, Service Provider agrees that during the term of this Agreement, and for 2 years following the termination of this Agreement, Service Provider shall not directly or indirectly solicit or attempt to solicit any customers or suppliers of Client other than on behalf of client himself.
Work Product Ownership
Any works copyrighted, ideas, discoveries, inventions, patents, products, or other information (collectively, the “Work Product”) developed in whole or in part by Service Provider in connection with the Services shall be the exclusive property of the Client. Upon request, Service Provider shall sign all documents necessary to confirm or perfect the exclusive ownership of the Client to the Work Product.
Service Provider will not be liable for loss, damage or delay of Client’s project due to circumstances beyond Service Provider’s control. Such circumstances may include (but are not limited to) acts of God, public unrest, power outages, and inability to contact Client. In the event of such loss, damage or delay, Service Provider will make every effort to notify Client immediately.
Service Provider will not at any time or in any manner, either directly or indirectly, use for the personal benefit of Service Provider, or divulge, disclose or communicate in any manner any information that is proprietary to the Client. Service Provider will protect such information and treat it as strictly confidential. This provision shall continue to be effective after the termination of this Agreement. Upon termination of this Agreement, Service Provider will return to Client all records, notes documentation and other items that were used, created, or controlled by Service Provider during the term of this Agreement with the exception of items purchased by Service Provider and not reimbursed by the Client.
If any provision of this Agreement shall be held to be invalid or unenforceable for any reason, the remaining provisions shall continue to be valid and enforceable. If a court finds that any provision of this Agreement is invalid or unenforceable, but that by limiting such provision it would become valid and enforceable, then such provision shall be deemed to be written, construed, and enforced as so limited.
Terms of Service
The Service Provider reserves the right, in its sole discretion, at any time, and without limitation, to change these terms or impose new terms or conditions. Notice of such changes, updates, or additions shall be provided to the Client and take effect immediately upon posting the amended terms at janandsusan.com.