Temporary suspension of a project per our TERMS OF SERVICE, can happen for several reasons:
1. Payments not received on time, or if you mailed a check we may be waiting for the check to clear the bank.
2. Signed / dated contract not received yet.
3. Assets not received in timely basis that are needed to complete current step of work.
4. Answers to questions asked that are needed in order to continue work have not been responded to.
Please contact your project manager or a billing specialist if your project was suspended to find out more, or check your PROJECT SUSPENSION NOTIFICATION email for details. In the event that your project is suspended for any reason, once payment or assets have been received, your project will be rescheduled around any other projects we have started in the meantime.
Why do you not restart my project immediately upon receipt of payment / assets?
All of our projects are very tightly scheduled together with very little extra time due to the amount of work we receive. As such if your project is suspended due to lack of any of the above reasons, the time we had allocated for our staff to complete your project is sacrificed reallocated to new projects awaiting. This ensures we continue moving forward with other client projects, ensures that our staff is not on standby for an unknown amount of time, and thus are able to complete other billable work in the meantime while awaiting your payment / assets.
In order to better accommodate our clients to ensure payment schedules are met, we ensure to do the following:
1. Include the payment schedule within contract.
2. Send out invoices at least 7 days in advance via email (note: If you wish to have them sent out 14 days in advance, just ask).
3. Send reminders via email.
4. We offer several “instant” payment methods which will allow you to make payment on due date including: credit card, online check, or paypal.com* (*this option is excluded from larger projects due to fees).
We find this helps accommodate all clients for all methods of payment they prefer, including our recently added online checks.
Why could you not stop any other projects you are working on and restart ours immediately upon receiving payments / assets?
We do our best to accommodate for all clients and treat all clients equally. If your project is suspended and we start on a second client’s project that is due to be completed within 4 weeks, it would be bad customer service for us two weeks into a project to notify that client that we have to come back to their project in 3 weeks because we finally received an overdue payment / asset from another client, which in turn would end up putting their project behind schedule. Since most projects require interaction / assets from clients, it would be impossible to start a project “silently” without notifying another client, while awaiting payment / assets from first client.
We hope that this helps clarify the reason and application of this policy for all of our clients.
