1. The "Pre-Flight" Checklist

Before you click "Submit Order" in the portal, you must have the following items ready. Submitting incomplete forms will pause your project immediately.

• Confirmed Domain Name: Ensure the client owns the domain or you have purchased it.
• Hosting Access: If we are not hosting it, we need valid cPanel/FTP credentials.
• Niche/Industry: Know exactly what vertical this business is in (e.g., "Residential HVAC," not just "Contractor").

2. The "Asset Bucket" Rule (Crucial)

We do not accept images attached to emails. You must provide a single Google Drive or Dropbox link in the order form containing:

• High-Res Logo (PNG or Vector).
• Team Photos / Office Photos.
• Specific Project Images.

Policy: If this field is left blank or the folder is empty, our team will utilize high-quality, royalty-free stock photography relevant to the industry. Replacing stock photos with real photos after the build is complete constitutes a Billable Revision.

3. The "Scope Lock"

The "Special Functionality" text box on the order form is your contract with the fulfillment team.

• If the client needs a Booking Calendar, Chat Widget, or Payment Gateway, it MUST be listed here.
• Any functionality requested after the order is submitted that was not in this box will be rejected or invoiced as a separate "Add-On" Service.

1. The Golden Rule

We are Your Technical Team, not the client's agency. We exist in the background.

• We will NEVER speak to, email, or text your end-clients.
• If an end-client finds our contact info and reaches out, we will delete the communication and notify you immediately.

2. The Relay Method

You are the translator.

• We speak to you: We provide technical updates, jargon, and raw data via the Portal.
• You speak to them: You take our updates and communicate them to the client in "Plain English."

Do not forward our internal tickets to your client. They are written for you, not them.

3. White Label Reports

All PDF reports (SEO, Audits, Performance) generated by us are unbranded or branded with your agency logo (if provided). They are safe to forward.

1. The "Batching" Rule

We value speed. To maintain a fast timeline, we do not accept "drip-fed" feedback.

• Incorrect: Sending 10 separate emails, each with one small text change.
• Correct: Reviewing the draft, compiling ONE consolidated list of edits (bullet points or a Loom video), and submitting it via the Project Tracker.

Policy: If we receive fragmented feedback, the project timer will be paused until a consolidated list is provided.

2. Round Limits

Your wholesale rate includes Two (2) Rounds of Revisions per project.

• Round 1: Structural changes, layout adjustments, image swaps.
• Round 2: Text tweaks, color corrections, final polish.
• Round 3+: Any further design changes after Round 2 are billed at our standard hourly rate ($75/hr) or require a "Maintenance Add-On."

3. Approval

Once you reply with "Approved" or "Looks Good," the project moves to the Go-Live phase. Design changes requested after approval are treated as new billable tasks.

1. The "Pre-Pay" Standard

We are a wholesale software and fulfillment provider. We do not offer credit terms.

• Setup Fees: Work does not begin on any project until the setup fee transaction has cleared.
• Subscriptions: Monthly recurring billing starts 30 days after the initial order.

2. The "Kill Switch" (Automated Suspension)

Our systems are automated. If a monthly payment fails (e.g., expired card, insufficient funds):

• Day 1: System retries and sends you a warning email.
• Day 3: System retries.
• Day 5: Automatic Suspension. The sub-account is locked, and the hosted website is taken offline.

Reactivation: To restore a suspended account, you must pay the balance in full plus a $50 Reactivation Fee.

3. Dispute Policy

We have a zero-tolerance policy for chargebacks. If a formal dispute is filed against a charge, your Partner Account will be immediately banned, and ALL active client assets under your management will be terminated. Please communicate with Support if there is a billing error.

1. Where to get help

All requests must go through the Portal Support Tab. Texts to sales reps or DMs to founders are not tracked and will not receive a response.

2. Priority Matrix & Response Times

Please categorize your ticket correctly to ensure the right team sees it.

• 🔴 Critical (Response: < 1 Hour): Website is down (500 Error), Server outage, Data breach.
• 🟠 High (Response: < 4 Hours): Billing failure, Broken contact form, SEO campaign stopped.
• 🟡 Normal (Response: < 24 Hours): Text changes, Image swaps, General questions, Strategy advice.
• 🟢 Low (Response: 24-48 Hours): Feature requests, cosmetic tweaks for next month.

3. Business Hours

Our technical team operates Mon-Fri, 9:00 AM - 6:00 PM EST. Critical/Emergency tickets are monitored 24/7.

1. DNS Propagation

When we launch a site, we update the DNS records. Please inform your client that propagation can take 24 to 48 hours. Note: Some devices may see the new site immediately, while others see the old one. This is normal internet behavior.

2. The "Keys" Handoff

Upon successful launch and final payment confirmation, we will provide: WordPress Admin Login / Editor Access, Google Business Profile Ownership (Transfer), and Reporting Dashboard Links.

3. Post-Launch Scope

Once the keys are handed over, the "Build Phase" is closed. Included: Hosting maintenance, security updates, server uptime.

Not Included: Content updates, new pages, design changes. To request changes after launch, please submit a new order under the "Add-Ons" tab.