Hey, we’re designers, not lawyers. We do colours, not clauses.
But we’ve taken the time to pull together a Service Level Agreement to make the relationship between us (the lovely team here at MemberLab – Part of Melt Creative Limited) and you (our lovely clients) as straightforward and simple as possible.
Whether we’re designing you a membership website, building you a complete digital marketing strategy, or working on your SEO, you’ll find everything laid out below in black and white, from turnaround times to payment terms, so you know exactly where you stand when we’re working on your project.
WHAT YOU’LL PAY
We’ll always provide you with the most accurate price we can, based on your site requirements and our experience and expertise working on similar projects.
We won’t always get our pricing spot on, but that’s our problem, not yours. If the work doesn’t change, then we’ll invoice you exactly what we quoted in the first place.
Of course, if there are significant variations to the original brief then that might mean variations to the price too. If you sign up for a “Starter plan”, and halfway through the project you decide you’d like additional functionality and features, we will have to look again at the work involved in the project and re-price accordingly.
If you ask us to do something that wasn’t in the original project brief, and will mean that we have to re-price the project, then we’ll make you aware of this before you incur any additional cost over and above our original quote.
WHEN YOU’LL PAY IT
Once we’ve agreed the scope of a project and the fee, you can sign up for the project via our website. If we are doing some custom work, we will set this payment up for you and send a separate payment link of invoice.
We do offer the option of monthly payments. The terms of these payments will always be confirmed with you first
We do require a minimum of the initial payment before starting any project. If it’s the first time we’ve worked with you.
For ad hoc work that isn’t included in any quotation, our charges to you will be based on our Standard Hourly Rate, unless a different rate has been agreed in writing. You can find out what our current Standard Hourly Rate is by asking us, it’s not included here because we review it regularly to make sure we’re competitive and offering great value to our clients.
When we send you an invoice, you should know that our standard payment terms are 30 days. That means you need to pay the invoice within 30 days from the date of the invoice. Otherwise we’ll send the boys round. With feather dusters. And nobody wants to see that.
Seriously though, if you don’t pay your invoices on time, then:
We’ll hit the pause button on all project or design work for you until the invoice is paid.
If we’re hosting your website, you may experience some downtime until the invoice is paid.
You get the gist. We’ll do great work for you and in return, you pay our invoices on time, that’s the key to a happy relationship.
In the unlikely event that your business becomes insolvent or goes into liquidation then we reserve the right to immediately terminate our contract and invoice for the full value of project works carried out to that date, plus suspend any email or hosting services.
COPYRIGHT AND INTELLECTUAL PROPERTY
Some of the work that we do is subject to copyright and remains the intellectual property of Melt Creative indefinitely. These elements may not be copied and used by any other party without our express written content.
These elements include, but are not limited to:
The source code of all website web pages;
All custom scripts, css and other files used to create your membership site
The stored procedures, functions and triggers programmed into SQL Databases
Any logos and proprietary graphics supplied by you, as well as all written copy and images, will remain your copyright.
If you supply an image to us to which you do not own the rights (i.e one that you’ve snaffled off Google Images), and we use that image in your project, then we’ll accept no responsibility if the holder of the copyright of that image sends you a stiff letter/invoice/court papers.
Plugin licences – We use a collection of plugins to give your site the membership functionality it needs. These licences are ours and can not be shared or resold.
Hosting is supplied for you as part of all of our membership site plans for no fee for the first 12 months.
We use high-performance web servers provided by a provider called Liquid Web. We prefer to use this Host because they offer a great service and an uptime performance of over 99.9%.
We also use a cloud-based service to ensure international customers websites have fast load speeds regardless of their clients locations.
A daily backup of all customer website files and databases is kept safely on our server and in the unlikely event of a hard drive failure or other technical failure with the web server Melt Creative Ltd will re-setup the website as quickly as possible.
We’ll use our best endeavours to rectify the cause of any disruption in the hosting service of a customer’s website(s) and to minimise the duration of any such instances.
We won’t be liable for any compensation in respect of any down-time that may occur with the hosting of your website.
In the event that you want to move your website and/or SQL server database to another web server supported by another party, then we’ll do everything we can to make that process happen as quickly and as seamlessly as possible, as long as your account with us is in good standing.
If you (or a third party with your permission) create a problem with your website that requires us to remedy, then we’ll happily to unwind the problem, if necessary restoring your site from backup, but you need to know that;
If the problem takes more than a few minutes to sort out, then we’ll send you an invoice for the work that we’ve done, based on our current Standard Hourly Rate.
If we’re hosting your website, we may offer you third party services to enhance the performance of their websites.
We will not be liable for any interruption, non-performance, or cancellation of the provision by third parties of any such services.
All plans come with 12 months support from the time your project starts.
This support includes technical support and advice to ensure you are making the most of your project. This does not include design amends or adding additional functionality.
Our support plan covers everything we set up for you, if you add additional plugins or code to the website that cause an issue we take no responsibility for these and may have to charge to fix any issues that they cause.
Any additional requests deemed outside the scope of support will be raised and we will offer you a quotation to do this additional work.
Once the original agreement expires you can continue to get hosting, support and updates for an agreed monthly fee.
We have lots of experience and expertise in designing websites that perform well with the search engines.
If you ask us to, we’ll happily supply you with a quote for SEO work, whether we host your website or not.
We can’t accept responsibility for the actual rankings achieved or how such rankings may vary over time.
OUR SATISFACTION GUARANTEE
Whatever work we’ve done for you, we’re sticklers for making sure that we meet or exceed the initial brief at every turn. In the unlikely event that you feel we haven’t met the brief completely, then we’ll investigate and get it sorted pronto for you.