Our Policies

This is what you can expect and how we do business.

Hours of Operation

Our normal operation hours are from 8am - 5pm EST. Monday through Friday. Though we respond, perform billable hours, and may be online outside of this time, certain requests may not be available or follow these services as outlined or may cost you more than your regular billing rate.

Payment

We accept PayPal, Check and all major Credit Cards (Visa, MasterCard, American Express, and Discover).

Payment terms are usually every 30 days under contract unless explicitly written in your contract. Payment is due within 30 days from invoice or you will incur 15% of your invoice in late fees.

Hours will be made available to clients every month via the detailed invoice. Upon request we can provide "upfront" detailed hours throughout the month.

It is our policy to deny any refund requests for any software, designs or services that have been delivered or rendered. Performing a chargeback or dispute with your card issuer will result in immediate and permanent termination of our agreement to deliver any remaining part of our contract. A new invoice for the refunded or chargeback amount will be issued and go to collection if not paid.

Billing Hours

As we are a service industry all hours outside of the listed below that we attend to your contract are deemed billable unless otherwise specified in your contract:

  • Scheduled Meetings 1
  • Email / Skype / Slack messages 2

Hosted Support Agreement

Our average response rate is less than 1 hour during normal business hours. However, depending on the nature of the request, it may take up to 48 hours for your request to be addressed.

You can always view your existing tickets to see the progress of your request or what department your ticket has been assigned to. After a ticket has existed for 48 hours, you may request that your ticket be escalated for management review if you feel your issue is not being resolved properly. Billing, customer service, and special requests will only be answered during normal business hours.

The Jimmo only supports core server elements and does not support third party software installed or web applications themselves (such as Content Management Systems, Forums, etc...)

If you are a hosting customer, please submit an support issues via the ticket system within your hosting panel.

Non-Hosted Support Agreement

Our average response rate is less than 1 hour during normal business hours. However, depending on the nature of the request, it may take up to 48 hours for your request to be addressed.

Support of server-related items for non-hosted or non-managed customers is not provided or warranted.

Non-hosted customers may utilize the ticket system within our invoicing software, Freshbooks or through email.

Privacy

Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.

We use the information you provide about yourself (First Name, Last Name and Email Address) when contacting us and only for that purpose. We do not share this information with outside parties except to the extent necessary to properly service your contact request.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our website from those we actually know are under 13, and no part of our website is structured to attract anyone under 13.

You can access all your personally identifiable information that we collect online and maintain by emailing our privacy department or otherwise contacting our company. We use this procedure to better safeguard your information.

Should you have any questions or concerns, please contact us at info@thejimmo.com

  1. Meetings must be conducted in a reasonable timeframe in order for a charge not to be incurred. Resonable is to be defined by the project and may vary meeting to meeting.
  2. These communication methods must be done in reasonable manner and timeframe. Outside of day-to-day business or any communication that requires research or services may result in charge.