Client Bill of Rights
Right to Clear Outcomes
Service Assurance Rights measure goals with clear success metrics before work begins.
Right to Transparency
Every task is logged in our ticketing system. You can request an activity report at any time.
Right to Responsive Communication
We reply to emails, chats, and calls within the same business day. Urgent requests follow a documented escalation path, and we log them as tickets to ensure proper responses.
Right to Data Privacy & Security
Additionally, we store deliverables in a safeguarded location. Access flows through your tenant with MFA enforcement, ensuring a chain of custody is maintained.
Right to Straightforward Billing
The Service Assurance Rights ensure that there are no hidden fees, surprise add-ons, or mystery hours. In addition, every invoice outside our agreement is itemized.
Right to Expertise
Our team of leaders and specialists holds relevant certifications. Our team completes continuous training, allowing expertise on every project you entrust to us.
Right to Plain-Language Explanations
We translate technical and marketing jargon into clear, business-oriented language, enabling you to make informed decisions.
Right to Continuous Improvement
We hold business reviews to analyze results, identify and recalibrate tactics, helping your strategy move as the market changes.
Right to Ownership of Deliverables
Once you pay for an asset, you may request a copy of any delivered file.
Right to an Exit Plan
The Service Assurance Rights ensure a smooth documentation handoff if you leave. We share documentation, credentials, and data in a timely manner, ensuring that you experience no friction.
Our Pledge: We live by these rights, not just list them. If you feel that any right isn’t being honored, please escalate the issue directly to our founder, Pete Busam, for immediate resolution.
Trust isn’t an add-on; it’s the core of every Equilibrium engagement.