Service Policies

• If you have any urgent matters please call into the office directly at 919-926-8733. Eg. budget changes, pausing Google Ads.
• In order to be most efficient with your billable time and to allocate time to services, we may resolve an issue before responding to your eMail(s) which may take time (a day / multiple business days of work).
• C0MPLÉX1 may not reply to every email if there is more than one per day. We usually batch responses to minimize your billable time. Also, eMails that we receive on a Friday may not be replied to till the following business work day.
• The 1st week of the month is primarily focused on client reporting. Normal eMail Communication may be delayed. As always, if you have an urgent matter it is best to call directly into the office.
•  We employ human beings. At times, team members need days off for personal matters. On these occasions communication on non-urgent issues will be delayed.

Service Hours and Time Allocation Policy

• At C0MPLÉX1, we are committed to delivering exceptional service to our clients. As part of our dedication to achieving optimal results, particularly in areas such as search engine optimization (SEO), there may be instances where we exceed the allocated hours specified in your contract during certain months. This overage is undertaken solely for the benefit of enhancing your project's outcomes.
• To maintain alignment with the agreed-upon contractual terms, any excess hours worked in a given month will be offset by a reduction in hours in subsequent months. This approach ensures that, over the course of the contract period, the total hours and associated fees will remain consistent with the terms originally agreed upon.
• We appreciate your understanding and flexibility as we strive to provide the highest quality of service within the framework of our contractual agreement.