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Copyright © 2023 Studio Chapters (Pty) Ltd. All Rights Reserved.
chapters.network in partnership with Studio Chapters (Pty) Ltd.
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chapters.network
Project Delay Policy
Updated 16/10/2023
Purpose:chapters.network (agency) is servicing multiple clients at the same time and must manage their projects effectively in order to provide all their clients with timely, professional, and effective deliverables. As a small agency, they must manage their capacity and team workload carefully. When projects take longer than expected due to clients not providing required content, assets, and/or feedback, all their projects suffer and the agency loses profit.Agency responsibilities:- Clearly communicate policy regarding pausing and/or closing projects, payment terms, and restarting terms including any related fees associated.
- Clearly communicate what content, assets, and feedback are needed from the client.
- Clearly communicate when content, assets, and feedback are needed from the client.
- Send a reminder email if the client is overdue on their responsibilities.
- Clearly communicate when the agency is pausing or closing a project and why.
- If the client wants to restart a project, the agency will clearly communicate when the project can restart, based on team capacity.Client Responsibilities:- Client is responsible for making time in their schedule to attend weekly project meetings, gathering required assets, providing needed content, and giving timely feedback throughout the project duration.
- Client is responsible for adhering to established due dates.
- Clients will respond to written communication in a timely manner. Failing to provide timely feedback may result in pausing your project (see timeline below for details).
- Clients are responsible for being present at scheduled meetings. Failure to show up for a meeting or continued rescheduling of meetings may result in pausing your project.Fees/payments:- Restarting Fee: If a project is paused, the project can be restarted with a fee of R2000 for the first occurrence, or R4000 or any future occurrences.
- Delay Fee: If the client wishes to not pause their project, they may request to pay a R500/wk delay fee to keep their project on the schedule until the client provides the needed content, assets, or feedback. The agency will grant this request if capacity allows it.
- Project-Paused Invoice: If a project is paused, an invoice will be sent to the client, requesting a partial payment based on the Agency’s hourly rate of R250/hr (not to exceed the total amount of the Fee).Timeline:- Due Date: Due dates for tasks will be established within the agency’s project management system. The due date for email responses is 3 work days after the delivery of the email. If the client has not provided the needed content, assets, or feedback by the due date, the agency will send a written reminder to the client.
- One Week: If the client still has not provided the needed content, assets, or feedback one week past the due date, the agency will send a second written reminder to the client. The agency will advise the client that continued delays will result in pausing the project or incurring a delay fee.
- Two Weeks: If the client still has not provided the needed content, assets, or feedback two weeks past the due date, the agency will pause the project and an invoice will be sent to the client. The project will no longer be factored in the agency’s workload capacity and no further work will be done on the project until it has been officially restarted according to the agency’s capacity. Alternately, the client may request to pay a R500/wk Delay Fee to keep their project on the schedule while they gather the necessary content, assets, or feedback.
- Multiple delays: In the case of any unreasonable or persistent delays, the Agency reserves the right to pause the project and invoice for services rendered through the pause date based on the Agency’s hourly rate of R250/hr (not to exceed the total amount of the Fee). The Agency will reschedule the project when the Client and Consultant are ready to recommence, for a mutually convenient time; however, there may be additional fees or expenses required.
- On Hold Duration: The agency will pause a project for a maximum of 3 months at which time the project will be closed. If the client would like to restart a project after it has been closed, it will require a new Scope-of-work (which will include a restart fee) and the project will be rescheduled according to the agency’s capacity.
Copyright © 2023 Studio Chapters (Pty) Ltd. All Rights Reserved.
chapters.network in partnership with Studio Chapters (Pty) Ltd.