Business Policies

Communication

We use email as our main means of communication. We like to use email correspondence as a reference when we are able to begin working on a project. This helps us keep things in order and keep track of project details and answers to the many questions that we usually have for clients.

Email address is info@frazierbusinesssolutions.com; voicemail is 214-744-3254.

We use a project management system for tracking all projects and tasks; clients are provided a log in to their project and can check the status of tasks at their leisure. Please add any new tasks to our task management system for any task or project requests. We will respond to all requests within 24 hours to confirm receipt and if needed, provide an estimate and timeline for completion for the task/project.

If the request is received during either a holiday or weekend, we will respond before the close of business the following business day.
Status Meetings

We recommend meeting either weekly or bi-weekly for a quick status meeting to discuss outstanding tasks, priorities and any issues. We will set this up on our initial Kickoff Call.

Holiday Schedule

Our office observes the following holidays:

New Years
President’s Day
Good Friday
Memorial Day
Independence Day
Labor Day
Columbus Day
Veteran’s Day
Thanksgiving and the day following
Christmas Eve
Christmas Day

Vacation

We will provide you with a three (3) week notice prior to any vacation time.

Billing

Monthly retainers payments are due in full on the 1st of every month support is provided (i.e. January’s retainer is paid on January 1st)
Depending on the project type (new membership sites, new WordPress website, website refresh/renew, etc.) payment in full or a 50% non-refundable deposit is required to begin WORK on your project
If a deposit is required, the remaining balance will be due upon completion and is invoiced prior to delivery unless other terms have been agreed upon by all parties
Additional charges will be discussed and agreed upon before the final invoice is sent
Additional charges will be applied if the client needs additional work that is outside the scope of the package specifications
Payments must be made promptly. Payments not made within 3 calendar days will be assessed a $15 charge and a 5% penalty for each month of delinquency.
No additional work will be done until final payment is made

Payments

Payment methods we accept:

PayPal
Bank Transfer
Company Check

Additional Information:

There is a $35.00 insufficient funds check fee for returned checks in addition to the amount still due.

Turnaround Time

Task: We work with our clients to determine the estimated completion for their tasks based on their needs and priorities, complexity due to being technical in nature and the requirements of the tasks. Our average turnaround time on tasks is 48 business hours excluding task technical in nature. These items will be estimated on a case by case basis . If you need a task completed before the normal turnaround time there will be an additional rush fee of $75 added to your next invoice.

Projects: We estimate individual projects based on the work involved including but not limited to requirements, costs, timeline, etc. We recommend a minimum of 90 days lead time prior to your launch date for proper planning and execution.

Status Reports: Weekly status reports are available to each client by the close of business on Fridays. The report includes the following:

Status on outstanding tasks
Action Items Log
Issues & Risk Log

Security

We want our clients to be comfortable and secure knowing their information is safe with us. Our servers and laptops use anti-virus, anti-spyware and firewall protection. The virus and spyware software is updated on a regular basis to ensure we have the latest available version. Our wireless router is encrypted and requires a password to access.

Our office has locking filing cabinets to store any confidential or proprietary printed information and we use paper shredders to destroy information no longer needed.

Training

Depending on the services provided we provide 1 hour of training with most packages. We recommend you schedule the training within 30 days of delivery of your project and it must be complete within 90 days.

Tools

We use the following tools in our business and will gladly provide training to you on any of them at our expense.

Project Management – We use a project management system for organization and management. We encourage clients to use it for communication on tasks and projects, to add their own tasks, add files that are relevant to projects, etc.

Drop Box – sharing project/tasks files
Skype – chatting, screen sharing and training
Zoom – Meetings and training
Google Docs – sharing documents

Client Information

All confidential client information is stored in the client project folder in the project management system that is a secured environment.

Referrals

Sharing is caring! If you refer a family member, friend or colleague we will give you 10% off your next project or monthly retainer after the referral has signed a service agreement and satisfied the invoice.

Ethics

We will maintain the highest ethics and honesty in all dealings with clients, colleagues and the general public.
We will seek to deal with colleagues, suppliers and contractors in a fair and equitable manner, and maintain the highest standards of personal conduct.
We will only take on projects that are within our abilities. If a project is not within our ability, the client will be notified immediately and we will provide recommendations for other highly skilled virtual support professionals.
Client information will be held in the strictest of confidence and will not be shared with others or used for personal gain.
We highly value each client relationship and will not place one client above another.
We will make a commitment to possess and increase the required knowledge, skills and training to be proficient and relevant in the provision of services.
We will be honest about our intentions and never misrepresent our skills, peers, or our profession as a whole, whether to networks or to prospects, clients, and the community at large (virtual or otherwise).
We will not knowingly be a part of any illegal or unethical activity.
We will promote the virtual service based industry with the utmost professionalism.

Moving On

Upon project completion the client will have 5 business days to download their files if in a shared folder.
We will offer 30 minutes of time to make a smooth transition and answer any questions.