Last update: June 19, 2017

 

Responsify Service Policies

 
We are excited to work with our client partners. We believe in having strong relationships with our clients as we help develop a content marketing engine that gets them results.

As we’ve worked with 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 Production Workflow

 

    Outlines

    A “Outline” is a short outline of copy to illustrate the creative editorial direction and research for a piece of content. Outlines submitted to clients allow up to (2) revision request rounds by clients in the following order:
     
    First Outline Round:
    Responsify submits a Outline for each Blog Post or eBook to clients at least (3) weeks in advance of scheduled publication for client review. Once submitted to client, client then has up to (2) business days to review, request revisions, and/or approve Outline to be written, in order to keep Blog Post or eBook production and publication on schedule.

    If client DOES NOT request revisions and/or approve Outline within (3) business days, the Outline will be considered accepted, and Responsify will produce that Blog Post or eBook as a Writing work (see Writings section below) based on that Outline without notice.

    Second Outline Round:
    If the client DOES leave revision requests during First Outline Round, Responsify will make its best effort to implement requests and make revisions based on its expertise and best judgement. Responsify will then re-submit Outline to client, whereby client then has up to (3) business days to review, submit final revision requests, and approve Outline to be written as a Writing work (see Writings section below) based on that Outline without notice. In this event, Blog Post or eBook production and publication will be paused and re-scheduled to accommodate.

    If client DOES NOT request revision and approve a submitted Outline within specified timeframes, the Outline will be considered accepted, and Responsify will produce that Blog Post or eBook as a Writing work (see Writings section below) based on that Outline without notice.

    Additional Outline Rounds:
    In the event a client requests additional rounds of revisions to Outline/s, Responsify will issue a Change Order, 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.

     

    Writings

    A “Writing” is the full-length written copy of content based on approved Outline. Writing submitted to clients allow up to (2) revision request rounds by clients in the following order:
     
    First Writing Round:
    Responsify submits a Writing work for each Blog Post or eBook to clients at least (1) week in advance of scheduled publication for client review. Once submitted to client, client then has up to (5) business days to review, request revision, and/or approve Writing to be written, in order to keep Blog Post or eBook production and publication on schedule.

    If client DOES NOT request revision and/or approve Writing within (5) business days, the Writing will be considered accepted, and Responsify will submit that Blog Post or eBook into client’s website or blog. After submission, client becomes owner of content, and can then make changes within their website or blog if desired, before or after publication.

    Second Writing Round:
    If the client DOES leave revision requests and requests revisions during First Writing Round, Responsify will make its best effort to implement requests and make revisions based on its expertise and best judgement. Responsify will then re-submit Writing to client, whereby client then has up to (5) business days to review, submit final revision requests, and approve Writing to be submitted to client’s website or blog. In this event, Blog Post or eBook production and publication will be paused and re-scheduled to accommodate.

    If client DOES NOT request revision and approve a submitted Writing within specified timeframes, the Writing will be considered accepted, and Responsify will submit that Blog Post or eBook into client’s website or blog. After submission, client becomes owner of content, and can then make changes within their website or blog if desired, before or after publication.

    Additional Writing Rounds:
    In the event a client requests additional rounds of revisions to a Writing work, Responsify will issue a Change Order, 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

 

    Meeting Logistics:
    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.

 

Change Orders

 

    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 direction.

    If changes in Outline direction, format, or content come after strategy, copywriting, and/or design have been completed, a Change Order will be issued and updated strategy or rewriting will be charged at an additional fee.

 

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 the copy.

    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.