Client Resources
Everything you need to work effectively with us—communication guidelines, responsibilities, and how to get help.
Working With Your Team
Your Main Contacts
Project Lead
Your primary contact for project questions, feedback, and day-to-day communication. Set during kickoff.
Account Manager (retainer clients)
Strategic oversight, timeline management, and escalation point for larger concerns.
Specialists
Direct access to developers, marketers, or creatives working on your project as needed.
Communication Channels
We adapt to what works for you:
Email
Best for: Formal requests, detailed feedback, documentation
Response time: Within 24 hours (weekdays)
Slack/WhatsApp (if applicable)
Best for: Quick questions, urgent issues, real-time collaboration
Response time: Same day during business hours
Scheduled Calls
Best for: Strategy discussions, reviews, complex decisions
Frequency: Weekly or bi-weekly (set during kickoff)
Project Dashboard
Best for: Progress tracking, task status, file sharing
Updated: Continuously
Tell us how you prefer to work during kickoff. We'll match your style—formal or casual, detailed or brief, frequent or scheduled.
Client Responsibilities
What We Need From You
Fast Feedback
Projects move at the speed of feedback. Consolidated responses within 2-5 business days (depending on deliverable) keep things on schedule.
Clear Direction
Specific feedback ("Move CTA above fold") moves faster than vague requests ("make it pop"). Include screenshots and priority labels.
Access & Assets
Platform credentials, brand files, and content provided upfront prevent delays.
Decision Authority
Someone on your team who can approve work and make calls without layers of internal review.
Availability
Scheduled meetings respected. Critical decisions answered same-day when possible.
Giving Good Feedback
Do:
- Be specific about what needs to change and why
- Explain the business reason behind requests
- Consolidate all feedback into one message
- Prioritize changes (critical vs. nice-to-have)
- Provide examples or references when helpful
Don't:
- Send feedback piecemeal over days
- Use vague language without context
- Change direction without explanation
- Have multiple stakeholders give conflicting feedback
Managing Your Project
Scope Changes
Not sure if something is in scope? Just ask. We'll assess impact and provide options.
Small changes (< 2 hours): Handled and noted
Medium changes (2-10 hours): Impact assessment and approval required
Large changes (10+ hours): Formal change order with pricing and timeline
Timeline Expectations
Your response time affects timeline:
Fast feedback (24-48hr) = projects stay on schedule
Slow feedback or multiple review rounds = timeline extends accordingly
We communicate immediately when:
Timelines shift, issues arise, or decisions are needed. No surprises.
Quality Expectations
Every deliverable goes through internal QA before you see it. If something isn't right, we'll revise it at no cost if it's our error.
What's included:
- 2-3 revision rounds per milestone
- 30-day post-launch support
- Testing and validation
- Documentation and training
Troubleshooting
Common Issues
"I can't access the project dashboard"
Check email for invitation, try incognito mode, or contact [email protected]
"The deliverable doesn't match what I expected"
Review original scope document, check if requirements changed, schedule alignment call with your project lead
"I need something changed but don't know if it's in scope"
Email your project lead. We'll assess impact and provide options. Never assume—always ask first.
"I'm not getting responses"
Check spam folder, try alternative contact method, or escalate to [email protected]
Escalation Process
Level 1: Contact your project lead directly
Level 2: Email [email protected]
Level 3: Email [email protected] with "ESCALATION" in subject
We respond to escalations within 24 hours with a plan to resolve.
Getting Help
Support Contacts
Technical Issues: [email protected]
Project Questions: Your project lead
Billing Questions: [email protected]
General Questions: [email protected]
Emergency Contact: [email protected] with "URGENT" in subject
What qualifies as emergency:
Site down, security breach, payment processing broken, critical bugs, launch day crisis
Response times:
Emergencies: Within 4 hours
Support: Within 24 hours
General: Within 24 hours (weekdays)
Understanding Our Process
Before starting: Getting Started →
Working together: Collaboration →
What we provide: Expectations →
Pricing and payment: Pricing →
Timeline expectations: Timelines →
Post-Project
After Delivery
You receive:
- All deliverables and files
- Complete documentation
- Login credentials and access
- 30-day support period
You own:
- All custom code (upon full payment)
- All creative assets (upon full payment)
- All ad accounts and data
- All documentation
Ongoing Support
Retainer clients:
Continuous support, priority access, strategic guidance
Project clients:
30-day support included, then ad-hoc or hourly rates available
Everyone:
We remain available for future work, questions, or emergencies
The best projects happen when both sides communicate proactively. Don't wait for problems to escalate—reach out early if you have questions or concerns.