Last updated on December 20, 2022
Responsify Service Policies
We’re proud and excited to work with our client partners to help them build loyal audiences and grow. We believe in having strong relationships with our clients as we help by providing our services.
As we’ve worked with many clients over the years, we’ve learned what works well. This document outlines the guidelines and policies of how we work best with clients and what we’ll need from them to support their success.
Content Review & Collaboration Process
An “Outline” is a short outline of copy to illustrate the creative editorial direction and research for a piece of content.
As a courtesy to help gather client insights through the process of creating content, Responsify submits an Outline for each Blog Post or eBook to clients via email notifications and/or provided web application access. Once an Outline is submitted to a client, client has up to (2) business days to review and provide feedback, in order to keep Blog Post or eBook production and publication on schedule.
1st Outline Revision:
Clients are entitled to (1) revision request for each Outline, and agree that any request for a revision will extend the original timeline to produce related deliverable. If client does not review or provide feedback on Outline within (2) business days, the Outline will be considered ready to be written automatically, and Responsify will continue to produce that Blog Post or eBook as a full piece of Writing (see Writings section below) based on that Outline and any existing feedback left without notice.
Additional Outline Revisions:
In the event a client requests additional rounds of revisions to any Outline, client can request a Change Order for extra revisions needed, whereby client can agree to pay additional costs to allow for extended work outside standard policy. In this event, Blog Post or eBook production and publication will be paused and re-scheduled to accommodate.
A “Writing” is the full-length written copy of content based on provided Outline.
As a courtesy to help gather client insights through the process of creating content, Responsify submits an Writing for each Blog Post or eBook to clients via email notifications and/or provided web application access. Once a Writing is submitted to a client, client has up to (2) business days to review and provide feedback, in order to keep Blog Post or eBook production and publication on schedule.
1st Writing Revision:
Clients are entitled to (1) revision request for each Writing, and agree that any request for a revision will extend the original timeline to produce related deliverable. If client does not review or provide feedback on Writing within (3) business days, the Writing will be considered ready for Responsify to produce as a final Blog Post or eBook deliverable without notice.
Additional Writing Revisions:
In the event a client requests additional rounds of revisions to any Writing, client can request a Change Order for extra revisions needed, whereby client can agree to pay additional costs to allow for extended work outside standard policy. In this event, Blog Post or eBook production and publication will be paused and re-scheduled to accommodate.
Meetings are held over telephone, web based conference, or in-person at scheduled time.
Meeting Start and End Times:
To support effective working relationship, meetings are designed to start and end on time. If we’re in the middle of discussion at the end of our scheduled time, we’ll assess at that time whether we’ll run late, resume during the next scheduled call, or use email to reach completion.
Client Meeting Lateness:
If client is NOT available to begin promptly for scheduled meeting start time but is still able to begin before our scheduled meeting end time, Responsify will use whatever minutes may remain; understanding that the meeting will still end at the designated time and count towards their allotted service hours for the month.
Client Meeting Rescheduling:
Because the scheduling of a meeting involves reservation of a time set aside specifically for client, Responsify requests a minimum of (2) business days notice by email to reschedule.
If client has an emergency, such as an illness or accident, and client needs to reschedule less than (2) business days in advance, please let Responsify know by email right away (if at all possible) and we will work with client to reschedule. An emergency is NOT a last minute schedule change, unanticipated guests, being unexpectedly busy that day, lack of being prepared for our meeting, forgetting the time, or another meeting running late, for example.
Client Meeting Cancellation or Missed Meeting:
If client misses or cancels a scheduled meeting, it will be counted towards their allotted service hours for the month.
Contact Between Scheduled Meetings:
If client wishes to connect with Responsify in between scheduled meetings with a question, a challenge, a success, or an inquiry, please feel free to email Responsify at any time. We will make every attempt to respond to client e-mail within 24 hours; Responsify will also offer short touch-base phone calls if needed.
Problems, Concerns, or Questions:
Responsify is fully committed to client success. If client feels there is some part of our working relationship that isn’t supporting client the way client want or need, or if client want to clarify something, it is client responsibility to say so. Responsify appreciates, respects, and values client honesty, and will work with client to resolve the situation the best they can.
If a change of direction requires significant additional hours of service, Responsify will issue a Change Order document to client amending existing agreements, based on the new scope of work or additional services needed.
Copy and Image Legality
Every effort will be made by Responsify to make client copy and images comply with the law. However, it is client responsibility to submit all copy and images for legal review if needed. Client is also responsible for final proofreading of all copy provided.
Clients must absolutely indemnify Responsify from any and all losses, claims, damages, and liabilities, which may arise from the use of the work, including but NOT limited to any and all instances of inclusion or omission.
Every effort will be made by Responsify to help client keep their data clean and validated. However, the client is responsible for assigning contacts to email segmentation lists (for example if client uses HubSpot as a CRM, setting contacts as ‘marketable’ or ‘non-marketable’), and backing up all of their data regularly to prevent any data loss that may occur as a result of any activities that include or do not include Responsify.
Non-Performance Claim Submission:
In the event that Client believes Responsify fails to provide a Deliverable in accordance with the terms listed in the Scope & Deliverables section in your agreement (with additional days delayed due to extra related Client requests, extensions, unavailability, or feedback providing), the Client’s assigned SPOC may submit a “Non-Performance Claim” by accurately completing Responsify’s Non-Performance Claim Form at https://www.responsify.com/non-performance-claim.
Following the submission of any such Non-Performance Claim, Responsify will review any claim made and inform the Client’s assigned SPOC in writing the determination of each claim’s legitimacy within (5) business days (excluding national US holidays) by email to the Client’s Responsify AM.
If the Non-Performance Claim is found to be legitimate, Responsify agrees to cure any specified defects for specified Deliverable listed in the Scope & Deliverables section of the Service Agreement (with additional days delayed due to extra related Client requests, extensions, unavailability, or feedback providing) within (30) calendar days. In this circumstance, if Responsify fails to do so, Client is given the right to terminate the Service Agreement at its discretion by providing written notice to Client’s Responsify AM.