This is the basis of our working relationship promise to you
We will always exercise integrity, honesty and diligence in carrying out our professional duties and responsibilities.
We shall safeguard the interests of our clients, and will not knowingly be a party to any illegal or unethical activity.
We will hold private and confidential any information obtained during the course of our work relationship with a client and will not use any such obtained information for personal gain nor in a manner that would be detrimental to our client or any other party. (Please see our Privacy Policy, and if you would like to see our internal Data Protection Policy, please email shelley@harbour32.co.uk)
We promise to continually stay abreast of updates in the knowledge, skills and technical competencies required to perform our professional service(s).
We will be mindful at all times of our responsibility as professionals toward the business and consumer community at large.
We will do what we say, when we say we will, and only make commitments that are within our power and abilities to deliver.
We take pride in the craft and quality of our work. We will accept responsibility for the work we do, admit mistakes and do our part to rectify any problems that arise.
We will maintain the highest level of professionalism, and refrain from misrepresenting any authority entrusted to us.
We will do our best to protect our client's interests and reputation by conducting ourselves as the professional ambassadors we feel we are for our clients.
Service Deliverables (Expectation Management)
We will respond to any communication within 24 hours to acknowledge receipt.
We will provide an expectation on timescale for task delivery or completion within 24 hours of receipt of task request.
We endeavour to carry out any remote task within a 72 hour window (includes element needed for approval and or testing).
We endeavour to carry out any WordPress support based task request within 4 working days (to allow for testing, approval and any adjustments).
For event based task requests (i.e. that have a date deadline) we ask that you give us at least 14 working days prior to the date event to support you with content, scheduling and planning.
For emergency task requests we will endeavour to turnaround your request as fast as possible (timeframe will be confirmed at point of request receipt).
Premium Support
We have a handful of VIP clients who have opted for shorter response times. They pay a premium for us to prioritise their work ahead of others. If you are interested in being one of these clients - please do get in touch with Shelley Rostlund to discuss our capacity to add you to our VIP clients.
Please note that the Premium Support does not interfere with the usual service deliverables mentioned above for other clients.