The following policies outline Savourus’ current operational procedures, communication guidelines, support structure, billing policies, and service expectations. These policies are intended to help maintain organization, response times, workflow efficiency, and overall service quality across all client accounts.
If you have any questions regarding these policies, please contact us at:
support@savourus.com
The following policies are effective August 1st, 2026.
1. Help Desk & Project Request Submissions
To help us maintain organization, improve response times, and better serve all client accounts efficiently, all new requests related to the following must be submitted through our Help Desk email system:
- New Project Requests
- Marketing Changes
- Social Media Content Requests
- Website Edits
- Technical Assistance
Support Email
Submitting requests through our support email creates a support ticket that allows requests to be:
- Properly tracked
- Prioritized
- Routed to the appropriate team member
- Completed in a timely and organized manner
Text messaging for general communication will continue as normal. However, project-related or operational requests should be submitted through the support email so they can be properly logged and managed through our system.
If requests are initially submitted through text message, we may ask that the request also be emailed to support@savourus.com so a ticket can be created.
Many requests that may seem quick at first glance often involve considerably more behind-the-scenes work than expected, including:
- Content creation
- Graphic revisions
- Social media scheduling
- Website updates
- Campaign setup
- Team coordination
- Technical troubleshooting
Using our support system helps ensure nothing gets missed and allows our team to manage client work more efficiently moving forward.
2. Response Times & Rush Requests
While many requests are often completed sooner, standard response times for non-emergency requests are typically within 1-2 business day depending on workload and scheduling.
Rush requests, same-day requests, last-minute promotional changes, emergency updates, or expedited work requests may be subject to additional billing depending on scheduling availability, time of request, and current workload.
Revision or re-work requests submitted after content, graphics, promotions, or updates have already been completed may also require additional scheduling time and may be subject to additional charges depending on workload and timing.
3. Social Media Advertising & Boost Budgets
Social media advertising and boost budgets are no longer included within our social media management packages.
Savourus will continue to:
- Create advertising campaigns
- Manage campaigns
- Monitor campaign performance
- Optimize campaigns
as part of our social media management services.
However, advertising spend itself will now be billed separately based on each client’s individual goals and campaign needs.
Clients may:
- Provide a monthly advertising budget to be managed by Savourus, or
- Approve advertising budgets on a per-campaign basis
Advertising budgets will appear as a separate line item on monthly invoices when applicable. This adjustment allows each client greater flexibility and control over their advertising investment.
4. Standard Business Hours
Savourus standard business hours are:
Monday – Friday
8:00 AM – 5:00 PM
5. After-Hours & Emergency Requests
Any new requests, emergency updates, or work outside the scope of your current agreement that require assistance outside of standard business hours may incur additional billing at the following rates:
Weekday After-Hours Support
Monday – Friday
5:00 PM – 9:00 PM
$75/hour
Weekend Support Requests
Saturday & Sunday
$125/hour (2-hour minimum)
Please note: If Savourus already currently provides approved ongoing services, support, communication, posting, monitoring, or assistance outside of normal business hours for your account, nothing changes regarding those existing arrangements.
These policies primarily apply to:
- New requests
- Emergency requests
- Additional work outside the scope of current services
All such requests will be handled on a case-by-case basis.
6. Circumstances Beyond Our Control
While Savourus maintains backup procedures and operational safeguards whenever possible, certain delays, outages, or technical issues may occasionally occur that are outside of our direct control.
These may include, but are not limited to:
- Social media platform outages
- Facebook / Instagram / Meta issues
- Website hosting outages
- Third-party software failures
- DNS or domain propagation delays
- Google indexing delays
- Delivery platform integrations
- Account security or hacking incidents
- Other third-party technical interruptions
Savourus is not responsible for delays or interruptions caused by third-party platforms, services, or circumstances beyond our control. However, we will always make reasonable efforts to resolve issues as quickly as possible.
7. Billing & Service Continuity
Invoices are issued on the 1st of each month and are due within 15 days.
Payments not received within 10 days after the due date are subject to a $25 late payment fee. Any applicable late fees will be added to the client’s account.
Accounts that remain unpaid beyond the due date and grace period may have services temporarily paused until the outstanding balance, including any applicable late fees, has been paid in full.
Clients who repeatedly make late payments or require multiple payment reminders may be required to enroll in automatic payments through our approved billing system as a condition of continuing recurring monthly services.
Paused services may include:
- Social media posting
- Advertising management
- Website updates
- Content creation
- Technical support
- Website hosting
- Ongoing marketing services
As a small business serving many clients, Savourus strives to spend its time delivering exceptional marketing services rather than following up on overdue invoices. Automatic payments help ensure uninterrupted service while simplifying the billing process for everyone.
Our goal is always to maintain positive, long-term relationships with our clients, and we understand that unexpected situations can arise. If you anticipate a delay in payment, we simply ask that you contact us in advance so we can work together on a solution.
8. Pricing & Service Updates
Savourus continually invests in new tools, technology, training, and services to better support our clients. As business costs and service offerings evolve, Savourus reserves the right to adjust pricing, fees, or service plans as needed.
Clients will receive at least 30 days’ advance notice of any changes to recurring service pricing before they take effect.
This policy does not apply to one-time projects, custom quotes, promotional pricing, or limited-time offers, which may have separate terms and pricing.
9. Continued Commitment to Service
These operational updates are designed to help Savourus continue delivering the same high level of service, responsiveness, and personal attention our clients have come to expect.
We sincerely appreciate your continued business, support, and trust.
If you have any questions regarding these policies, please contact us anytime.
Thank you,
Thomas Miller
President & CEO
Savourus Digital Marketing Agency