Hours of Operation
SOHO Support Solutions is
available for consultation Monday through Thursday from 9AM
to 7PM EST. Weekly planning or other meetings with clients
and contractors during evening or weekend hours will be
scheduled by appointment. Call 888-219-1399, or
schedule your appointment here.
Forms of Payment
Accepted
SOHO Support Solutions LLC
accepts payments by check* or by credit card via PayPal.
Payments can be made via PayPal to billing (at) soho-ss
(dot) com or by visiting the convenient SOHO Support
Solutions Payment Center.
Billing & Payment
Info
Hourly rates are billed in 15
minute increments with a one hour minimum.
A signed Project Specifications Contract or Retainer
Contract, outlining the details of the project or ongoing
retainer or Instant Virtual Office Solution (IVOS)
agreement, is required before the commencement of any client
work.
Project clients must pay 50% of their accepted quote prior
to the start of the project; 25% is due after the delivery
of the first draft and the remaining 25% is due at the end
of the project, prior to the release of the final documents,
etc.
Retainer clients are billed on the 25th of the month, with
payment due by the 1st of the retainer month.
All other invoices are emailed on the 1st of the month with
payment due upon receipt.
Website hosting services are charged on either a quarterly
or annual basis. Payments must be made promptly to ensure
uninterrupted services.
Payments received after the 10th are considered late. A 5%
late fee will be assessed on late invoices and all work on
the project will cease until payment is received.
Invoices paid more than 15 days late constitute a breach of
agreement and may result in termination of the SOHO Support
Solutions LLC / client partnership.
Delinquent invoices will be assessed a 5% late fee each
month.
Payment for outstanding invoices will be pursued through
collections.
A $35 insufficient fund fee will be assessed on all returned
checks.
A 25% surcharge will be assessed on all “rush requests.”
Retainer / Instant
Virtual Office Solutions Clients
SOHO Support Solutions works
with each client to determine which retainer or Instant
Virtual Office Solution package will best suit their needs.
Retainer and Instant Virtual Office Solutions hours are
purchased for use within a specified billing period. Unused
hours are non-refundable; however, additional services will
be rendered to utilize remaining hours.
Clients are notified when they have used all pre-paid hours
for the current billing period. Clients must purchase
additional hours, prior to their usage, without exception.
Additional hours may be purchased in a smaller quantity than
the original retainer. For instance, a 20-hour retainer
client may choose to purchase an additional 10 hours for use
during the same month. The additional hours will be
purchased at the retainer client’s current discounted rate.
Expensed Items
Items which must be purchased
on the client’s behalf must be paid for, by the client, in
advance, without exception. Such items might include:
postage, printing, stationery, office supplies, venue
deposits, specialized services, etc.
Storage of Client
Items
SOHO Support Solutions LLC
accepts delivery of client stationery, printed materials,
etc. for the purpose of handling current, or near future
mailing projects, etc. Client items that will not be used
within a reasonable amount of time will be shipped back to
the client, at the client’s cost. If the client requests
long-term storage of these items – monthly storage fees will
be assessed.
Confidentiality
SOHO Support Solutions
respects the privacy of our clients. Therefore we do not
share client information (email address, company
information, etc.) with anyone unless it is at the request
of the client, for the purpose of handling client
assignments.
Portfolios &
Testimonials
Client projects may be added
to the SOHO Support Solutions Online Portfolio with the
permission of the client.
SOHO Support Solutions encourages our clients to share their
honest feedback about our services. Clients who would like
to offer a testimonial for use on our website and / or
printed marketing materials should request a testimonial
form. A link to the client’s site will be included in the
online testimonial.
Amendments /
Termination
SOHO Support Solutions
strongly believes that superior customer service is often
lacking in today’s marketplace. Therefore, we make client
satisfaction our chief concern. We ask that clients quickly
inform us if they are in any way dissatisfied with the
services being rendered. Our Virtual Support Team will work
diligently to enhance our Client Partnerships. This may
include making amendments to client agreements, adjusting
the amount of retainer hours or other changes.
If a client would like to terminate their relationship with
our firm – we ask that a request be made in writing (mail,
email, fax) at least 10 days prior to the requested
termination date.
Copywriting projects terminated by the client are subject to
a kill fee to compensate our writers for time spent on the
project (consultation, research, etc.) If the project is
terminated prior to the delivery of the first draft, there
is a 15% kill fee. If the project is terminated after the
receipt of the first draft there is a 30% kill fee. In this
case, there is no transfer of intellectual property.
Referrals
Satisfied clients are our best
means of advertisement. We truly appreciate it when our
clients demonstrate their confidence in our services by
spreading the word to friends and associates.
Current clients who refer a new project client to SOHO
Support Solutions will receive a $25 credit on their
invoice, following the project referral’s payment in full.
Current clients who refer a new retainer or Instant Virtual
Office Solutions client to SOHO Support Solutions will
receive a $100 credit on their invoice, following the
retainer or IVOS referral’s third consecutive retainer or
IVOS paid invoice.
Please refer all questions or clarifications regarding our
policies and procedures to us at inquiry (at) soho-ss (dot)
com or by calling 888-219-1399 during business
hours.
*Retainer clients may pay their invoices with a check after
an initial 60-day period.
Policies and Procedures in effect January 1, 2006.
Page last updated on June 16, 2007.
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We
work hard to make your customer service
experience as carefree and pleasant as
possible. The following policies
and procedures have been put in place to
ensure the best service possible.
Review our Polices and Procedures.
If you have additional questions, please
contact us at inquiry (at) soho-ss (dot)
com for further clarification. If
you are
ready to schedule your complimentary
30-minute consultation, visit our
