- Scope of the Service
The subscription provides access to ongoing digital marketing consultancy and advisory support via a private ticketing system. The service is intended for reasonable, ongoing guidance, not for unlimited bespoke consulting, execution, or project delivery.
Advice is provided based on information supplied by the Client and reflects general best practice and professional judgement, not guaranteed outcomes.
- Ticket Usage and Access
- Each subscription permits one open support ticket at any given time.
- A ticket is considered “open” until marked as resolved or closed by the Consultant.
- Once a ticket is closed, the Client may submit a new ticket.
This structure is designed to ensure timely responses and fair access for all subscribers.
- Fair Use Policy
Use of the service is subject to a fair use policy.
Fair use means that:
- Questions are proportionate to the subscription level purchased.
- Queries are focused, specific, and relevant to digital marketing strategy or implementation guidance.
- The volume and complexity of requests are consistent with a reasonable monthly advisory workload.
The service is not intended for:
- Continuous or excessive back-and-forth on a single issue.
- Requests that would reasonably constitute a full consultancy project.
- Extensive bespoke research, data analysis, or content production unless explicitly included in the subscription tier.
- Consultant Discretion
The Consultant reserves the right to:
- Answer complex questions in stages.
- Provide high-level guidance rather than detailed execution instructions.
- Recommend that a request be treated as an additional paid service where it falls outside fair use.
Where a request exceeds fair use, the Consultant will notify the Client and may propose:
- An upgraded subscription tier.
- Additional credits or one-off paid work.
- A separate project or engagement.
- Response Times
Responses are provided within the stated service-level timeframe for the relevant subscription tier. Response times apply during normal business hours and exclude weekends and public holidays unless otherwise stated.
Complex queries may require additional time and may be broken into multiple responses.
- Knowledge Base and Re-Use of Answers
To improve efficiency and service quality:
- Answers may reference existing resources in the shared knowledge base.
- Repeated or common questions may be answered by linking to relevant documentation.
This does not reduce the value of the service and ensures consistent, high-quality advice.
- Excessive or Abusive Use
If a Client’s usage is deemed excessive, unreasonable, or abusive (including repeated attempts to circumvent ticket limits), the Consultant reserves the right to:
- Temporarily limit access.
- Require a subscription upgrade.
- Suspend or terminate the subscription in accordance with these Terms.
- Good Faith Operation
Both parties agree to operate the service in good faith. The Consultant aims to deliver high-quality, practical advice, and the Client agrees to use the service responsibly and in line with its intended purpose.