Mutual Success Agreement
Table of Contents
Onboarding Phase
The initial 90 days serve as a critical period for onboarding, familiarization, and goal alignment.
- What We Do: During this phase, we immerse ourselves in understanding your business, your market, and your goals.
- What We Expect: Your active involvement is vital. Sharing insights, answering questions, and providing timely feedback will ensure we deliver the best results.
Communication and Availability
Office Hours: Our team operates Monday through Friday, 8 AM to 5 PM.
Response Time: We strive to respond to all support requests within 24 to 48 hours during business days.
Client Portal:
- To streamline communication and provide you with real-time updates on your account, all support requests must be submitted through the portal: Advent Trinity Client Portal.
- The portal allows you to:
- Submit support requests quickly and efficiently.
- View reports and insights on your marketing performance.
- Access important documents and resources related to your account.
Why Use the Portal?
- Centralized Communication: Keeps all correspondence in one place for easy tracking.
- Transparency: Provides a clear view of your account’s activity and updates.
- Efficiency: Helps us manage and prioritize tasks more effectively, ensuring your requests are addressed promptly.
Important Note: To maintain efficiency and transparency, emails will no longer be accepted for support requests. Please use the client portal exclusively for all inquiries and updates.
Deadlines and Accountability
Shared Responsibility
- Deadlines are a mutual commitment. To ensure your project progresses smoothly:
- If we set deadlines for feedback, reviews, or approvals, it is essential that you meet them.
- Missing deadlines on your end can delay your project and affect deliverables.
Project Holds
- If required materials, approvals, or feedback are not provided by the agreed-upon deadline, your project will be placed on hold.
Missed Deadlines
- 30-Day Rule: If requested items, feedback, or approvals are not submitted within 30 days of the deadline, your account may be canceled with no refund.
- Reactivation: Reactivating a canceled account will require:
- Payment of a $200 reactivation fee.
- Clearance of any outstanding balances.
Digital Content Approval
- If you do not approve your scheduled posts or fail to provide a reason for rejecting a post by the specified deadline:
- No Action: Your digital content will not be published until approval or specific feedback is received.
- Impact on Campaigns: Delays in approving content may affect your marketing campaign timelines and effectiveness.
Change Management
We understand priorities and objectives can evolve.
- Change Requests: If a request falls outside the original project scope, we will issue a Change Order Form detailing the scope, timeline, and any associated costs.
- Timelines: Depending on complexity, some requests may take longer than the standard 24-48 business hour response time.
Collaboration is Key
Marketing requires teamwork and active participation.
- Point of Contact: If your schedule doesn’t allow for hands-on involvement, we need you to assign a primary point of contact who can represent your interests and provide timely approvals.
- Timely Feedback: Delays in providing feedback or approvals can lead to project timelines being extended.
Defined Roles and Boundaries
Our Role: We specialize in marketing your business, amplifying your brand, and driving results.
Your Role: You remain responsible for managing day-to-day business operations. While we offer suggestions, our primary focus is on marketing and strategy.
Mutual Respect and Professionalism
Our relationship is built on trust and respect.
- Our Promise: We will treat your business with the utmost professionalism, delivering on our commitments and keeping your goals at the forefront of our efforts.
- Your Promise: We ask for the same professionalism in return, fostering a positive and respectful working environment.
Consulting and Strategy
Our Expertise: We are your strategic marketing consultants, offering advice and recommendations tailored to your success.
Open Dialogue: If our advice is consistently disregarded, we may need to reevaluate the partnership to ensure alignment on strategy and goals.
Commitment to Deadlines
Feedback & Approval Timelines: Responding to requests, questions, or deliverables within 24-48 business hours helps maintain project timelines and avoid delays.
Impact of Delays: Missed feedback deadlines may result in extensions to agreed-upon project schedules.
Shared Success
Our ultimate goal is to make your brand shine and deliver measurable results.
- Transparency: We are committed to open communication and regular updates to ensure alignment.
- Collaboration: Together, we can create impactful marketing campaigns that achieve your business objectives.