Overview
At The Valley List (“TVL”), we aim to provide clear communication, timely responses, and high-quality work. This policy outlines what Clients can expect from TVL and what we need from Clients to deliver services effectively.
1. Communication
1.1 Official Support Channels
To ensure requests are tracked and handled correctly, support requests must be submitted through one of the following official channels:
- Email (preferred): support@thevalleylist.com
- Phone: 740-760-6411
- Zoom: by request and appointment
Personal texts, social media messages, and other informal channels are not monitored for support and may not receive a response.
1.2 Response Time (Service Level Target)
TVL’s standard response target is within two (2) business days for requests submitted through the official support channels.
- Business days are Monday through Friday, excluding U.S. federal and major holidays.
- “Response” means acknowledgement and/or follow-up questions needed to begin troubleshooting or scheduling.
- Resolution time varies based on complexity, third-party dependencies, and Client responsiveness.
1.3 Urgent and Business-Stopping Issues
If a request is business-stopping, please mark it URGENT in the subject line (or clearly state urgency when calling). TVL triages requests by business impact and will make reasonable efforts to address urgent issues promptly.
2. Project Timelines
TVL is committed to meeting agreed-upon project timelines and milestones. This includes:
- Setting realistic timelines during the proposal/quoting phase based on scope and Client responsiveness.
- Communicating material delays when identified, including revised timelines where appropriate.
- Providing status updates at key milestones and as needed during active work.
Client Responsiveness Matters: Project timelines may be extended if TVL is awaiting content, approvals, access, third-party credentials, or other required inputs from the Client.
3. Quality Assurance
Quality is a priority, and TVL uses a structured review approach that typically includes:
- Internal quality checks and testing before launch/go-live.
- Client review opportunities at key milestones.
- Post-launch support for issues discovered after launch, subject to the applicable scope of work and service terms.
4. Customer Feedback
We value Client feedback and encourage Clients to:
- Share questions or concerns early so issues can be addressed promptly.
- Provide feedback during milestone review periods to keep projects on track.
- Contact support@thevalleylist.com if anything feels unclear or unresolved.
5. Data Security and Confidentiality
TVL takes data security and confidentiality seriously. Our practices include:
- Reasonable safeguards to protect Client data and sensitive information.
- Limiting access to Client systems and credentials to authorized personnel.
- Using reputable tools and service providers where possible.
Important Note: No system can be guaranteed 100% secure. Security incidents may occur due to third-party vulnerabilities, Client device issues, phishing, password reuse, malware, and other factors outside TVL’s control. TVL will take reasonable steps to assist, subject to the service scope and applicable terms.
6. Conflict Resolution
In the event of a dispute, TVL aims to resolve issues promptly and professionally by:
- Encouraging direct communication to clarify expectations and identify solutions.
- Escalating complex issues into a scheduled call when needed.
- Following the dispute resolution process outlined in TVL’s Terms & Conditions (including mediation/arbitration where applicable).
7. Scope and Availability
TVL provides services across multiple areas (websites, hosting, maintenance, and other technical services). Availability may vary based on active project workload and service scope. Submitting requests through official channels ensures they are properly tracked, triaged, and scheduled.
8. Client Responsibilities
TVL’s work is most effective when Clients provide timely information, approvals, and access. Many delays and troubleshooting issues stem from missing inputs, unclear instructions, or slow responses. Project timelines assume timely Client participation. If required content, access, or approvals are delayed, project schedules may shift accordingly.
To keep projects and support running smoothly, Clients agree to the following responsibilities:
8.1 Provide Content and Information
Clients are responsible for providing accurate, up-to-date information to be used in their website, marketing, or other deliverables, including (as applicable):
- Business details, services, hours, locations, contact info, and branding assets
- Required legal/regulatory language the Client must supply (if applicable)
- Any specialized or industry-specific content TVL requests
Content Format Requirement: When text is needed (new text or edits), Clients must provide it in a digital format (e.g., Google Doc, Word doc, email, or plain text). For website builds, each page should be clearly labeled with headings and its corresponding text. TVL can assist with structuring content, but Client input is required to create an information-rich website.
8.2 Provide Timely Access and Credentials
Clients must provide access to any accounts, platforms, or systems required to perform the work, such as:
- Domain registrar access
- Hosting access
- DNS / Cloudflare access
- Website admin access
- Third-party tools (analytics, email, ad platforms, etc.)
If access is delayed, incomplete, or revoked, timelines and resolution times may be impacted.
8.3 Approvals and Feedback
TVL relies on Client feedback and approvals to move projects forward. Clients agree to:
- Review deliverables and milestone items when provided
- Give feedback that is clear and consolidated where possible
- Provide approvals within a reasonable timeframe (generally within a few business days unless otherwise agreed)
Delays in feedback or approvals may extend project timelines and scheduling availability.
8.4 Responsiveness During Active Work
Clients agree to respond to TVL’s questions and requests (including troubleshooting questions) within a reasonable timeframe. If TVL is waiting on Client responses, TVL may pause work or close the request until the needed information is received.
8.5 Third-Party and Onsite Coordination
Some issues depend on third-party vendors (ISPs, software providers, payment processors) or onsite coordination. Clients are responsible for:
- Cooperating with vendor troubleshooting (when needed)
- Approving any onsite visits or third-party costs in advance
- Ensuring on-site availability if an on-site appointment is required
8.6 Project Scope and Change Requests
Requests outside the agreed scope may require additional time, cost, or adjustments to the timeline. TVL will communicate when a request is out of scope and may require approval before proceeding.
Contact
For support and requests:
- support@thevalleylist.com (preferred)
- 740-760-6411
- Zoom by request