Let us be the first to say an Expectations Agreement is not the most "standard" document you'll find when signing up for a new service, but it helps us make a lot of potentially blurry situations crystal clear.
This Expectations Agreement will help us set expectations so that you can know precisely what a relationship with us looks like. This includes what will be expected of you and what can be expected of us.
To start setting expectations straight, you should know that we at RipplePop are not wizards. We can't read your mind (although if we could it would certainly help!).
If you think something should be getting completed faster by your RipplePop team member, please speak up and let us know by sending an email to firstname.lastname@example.org.
Oftentimes, we don't know there is a problem until you tell us. Communication is key to this all working out well.
In the spirit of us not being wizards, sometimes the RipplePop team member we supply you with may not complete a task for you in the way that you would prefer.
The best thing to do is to coach them.
Make video tutorials or documents for things like where you place your custom code, what plugins you prefer for different scenarios, how they should be checking in with you daily, and anything else you'd like them to do.
Documenting these things and coaching your developer as you go is all part of the process of them becoming more in-tune with you and your workflow.
We have never promised that our team members will come in on the first day and do everything perfect so you should not expect perfection.
Instead, expect to get an ambitious member from our team who has been chosen for their skill set and how it might benefit your particular workflow and process.
Do not expect a do-it-all miracle-worker (although some customers have called us this before).
Deadlines and Scope-based Work
We understand that your projects and work have deadlines and can't drag out indefinitely.
However, we at RipplePop can not be bound to your deadlines. We'll do our best to meet your deadlines whenever possible, but we want to make it clear just what to expect when it comes to deadlines.
You must first understand how our service works on a core level.
When you purchase a service from RipplePop, you are purchasing working-hours.
What that means is if you purchase a Full-Time plan (8 hours of work per day) what we are providing you is a RipplePop team member who will be attentive to your needs for those hours each day (5 days per week).
If you have a project with a deadline in three days, and the work required would take your RipplePop team member longer than that to complete, we can not be held at fault for the project being behind schedule.
It is your responsibility to check-in, train, and manage your RipplePop team member and production processes to make sure your projects are completed on time.
We do not recommend giving your RipplePop team member un-checked, large responsibilities at the start of your relationship with them. Do not be too open ended with your expectations for them until you and your team member have gotten a better understanding of each other (at least 2-3 months of good work together).
As an example do not say to your first time RipplePop Team member:
'Here are the project details, this is when the project is due, do not spend more than X amount of hours, and check-in with me once you are complete [or half-way, or in 1-week]'.
This method is a recipe for missing deadlines.
Instead, give them small pieces to do at a time on a set schedule, and give them a clear process for showing you their progress every single day.
That way you have plenty of time to adjust or get in contact with us if you think you need to swap to a different person (or need to add additional hours) long before any deadlines you may be facing.
At the first sign of uncertainty on your end just send us an email at email@example.com and we'll help.
Projects with a Scope
Just like deadlines, work that is bound to a scope can often present problems.
We're sure you've experienced something like this in the past (because we certainly have!):
When this happens it can be frustrating because oftentimes the person paying for the work doesn't understand just how much time each change takes and they might not even realize that what they're asking for is an out-of-scope change.
It can often be easier to just try and make the change as quickly as possible rather than set the expectations for the customer and deal with their potential confusion and misunderstanding of what scope means.
If you do this enough times then the project quickly runs out of room in the scope, timeline, and budget.
We sympathize with this type of scenario because we've been in the same situation many times before. We've learned that you have to set expectations clearly and you must bake in lots and lots of room for miscalculations on your scope, timeline, and budget estimates.
That's the reason for this agreement after all!
So because of this, we at RipplePop can't refund (outside of the 7-day Satisfaction Guarantee on your first Pro 2-Hours a Day plan) any situation where your expectations of what was to be completed were not met.
When you sign up for a RipplePop plan you agree that you understand our service is not bound to a project scope or scope of work. The same goes with deadlines.
We'll always do our best, we promise you that, but just understand that you are paying for daily working-hours.
If we work 8 hours per day for a month and your project isn't done then we can't be held accountable for projects not being delivered "to scope" or "on time" because our service is only bound to giving you daily help.
You can always increase the amount of help you are getting from us to get more accomplished on a shorter timeline. And you can always do a team member swap-out if you notice things not going as you expected.
Again, we highly recommend checking in with your RipplePop team member frequently during your initial few months with them. And if you're ever unsure, or have any concerns, send an email to firstname.lastname@example.org and we'll help.
What We Do and Don't Recommend
Expectations on Refunds
If you're still within your 7-day Satisfaction Guarantee period on your first Pro 2-Hours a Day plan with us then we'll refund you no questions asked.
We will not offer a refund for anything related to scope, deadlines, your customers' experiences, and the like.
Make sure to read our Refund Policy and Terms in full.