Service Standards

These Service Standards explain how Harvest Digital Marketing LLC ("Agency") delivers every service to clients ("Client"). They are part of the Master Service Agreement by reference. The version in effect on the date Client signs an Order Form applies to that Order Form; later versions apply only if both parties agree in writing. If anything here conflicts with the Master Service Agreement or an Order Form, those documents control. The specific services, packages, and fees for an engagement, including package prices, are set in the signed Order Form.

General Terms (All Services)

Account Ownership

Client owns every account tied to their business at all times: domain, website and hosting, Google Business Profile, Google Analytics, Google Search Console, Google Tag Manager, Google Ads, Facebook Page, Meta Business Portfolio, ad accounts, and pixel data. Agency works in these accounts as a manager or partner, never as the owner. When an engagement ends, Agency returns access to everything Client has paid for in full within five (5) business days of the final invoice being paid.

Approvals

• Agency sends work for review with a clear request: reply yes, or send changes in one list.
• Client has five (5) business days to respond (three (3) business days for ad creative). No response means the work is approved and Agency moves forward.
• Feedback sent in separate messages counts as separate revision rounds.

Client Responsibilities

• Provide access, accurate business information, and requested materials within five (5) business days.
• Complete steps only Client can do, such as Google or Meta verification, ownership recovery from a previous provider, and platform payments.
• Tell Agency about changes to services, service areas, offers, or hours that affect the work.
• Keep a valid payment method on file.
• Answer leads promptly. Agency can deliver leads; only Client can win the job.

When Work Is Waiting on Client

If Agency is waiting on Client for thirty (30) days, with reminders at day 7 and day 21, Agency completes the work using what it has and sends written notice that the work is complete. Any payment tied to completion is then due. Delays caused by Client extend timelines and do not move payment due dates.

Reporting

Ongoing services include a monthly report in plain English by the 5th of each month: what was done, what it produced, what it means, and what is next. If a report is ever going to be late, Agency tells Client before the 5th, not after.

Work Outside the Package

Anything not listed in Client's package is quoted in writing first and billed at $125 per hour (one hour minimum) or at a listed price, such as $150 per additional page. No out of scope work starts until Client approves the quote by text or email. Approved extra work is billed Net 7.

What Agency Will Never Do

• Guarantee rankings, lead volume, cost per lead, or revenue.
• Buy links, create fake reviews, or post anything presented as Client's work that is not.
• Change Client's ad budget without Client's approval.
• Send texts or emails to Client's customers on Client's behalf.
• Hide fees or mark up ad spend.

Platforms, Policies, and Mistakes

• Agency is not responsible for limits of Client's platforms, or for decisions made by Google, Meta, or other platforms (suspensions, disapprovals, policy changes). Agency files appeals and reviews as part of the service, without a promised timeline.
• If something breaks because of Agency's mistake, Agency fixes it at no charge, even after any support window ends.
• If Google or Meta contacts Client with account suggestions, Client agrees to check with Agency before accepting them.

General Exclusions

Unless listed on the Order Form, no service includes:

• Custom photography, video, or logo design
• Ad spend (always paid by Client directly to the platform)
• Legal, regulatory, or compliance review of content
• Work on platforms or services not on the Order Form

Payment (All Services)

This section explains the payment terms of the Master Service Agreement by service. The Master Service Agreement controls.

Website Design

• 50% deposit at signing, due on receipt. Work begins once it is paid.
• The remaining 50% is due Net 7 from Agency's written notice that the site is ready to launch. The site launches once it is paid.
• Cancel after signing but before work begins: Agency keeps half of the deposit and refunds the rest.
• Cancel after work begins: the deposit is not refundable.

SEO, Google Ads, and Meta Ads

• Setup fee invoiced at signing, due on receipt. Work begins once it is paid.
• Cancel after signing but before work begins: 50% of the setup fee is owed as a reservation fee, and anything paid above that is refunded. Setup fee unpaid 30 days after signing: Agency may treat the Order Form as cancelled by Client.
• Monthly fees begin when Agency confirms in writing that setup is complete, are billed at the start of each billing period, and are due Net 7.
• Cancel ongoing service with fourteen (14) days written notice before the end of the billing month. Service continues through that month. Partial months are not refunded.

Every Service

• Client authorizes Agency to charge the card on file, or the card Client pays with, for amounts due on or after their due date.
• Work may pause on balances more than seven (7) days past due. Balances more than thirty (30) days past due add a flat 10% late fee.
• If Agency cancels before work begins, Client receives a full refund of the setup fee or deposit.

Website Design

Packages

Every package includes: copy written by Agency; licensed stock photos where Client's photos fall short; design built around Client's colors, photos, and words; mobile first, fast loading pages; every page built for Google (titles, descriptions, speed, Google Search Console); lead tracking on every form and phone tap; redirects from old page addresses on redesigns; privacy policy, thank you, and 404 pages; domain connection that preserves existing email settings. Additional pages are $150 each.

Definitions

• Page: one unique page with its own address and its own written content (for example Home, About, a service page, a town page, an ad landing page, or a gallery). Privacy policy, thank you, and 404 pages are included and not counted.
• Integration: connecting a tool Client already uses, such as a booking widget, chat, review widget, or sending form leads into Client's CRM. Building a booking system or online store is quoted separately.
• Revision round: one consolidated list of changes sent at one time.
• 30 day results check: 30 days after launch, Agency reviews leads, site speed, and Google Search Console, sends the numbers in plain English, and fixes anything underperforming.

Copy and Photos

• Agency writes all copy. Client supplies the facts (services, towns, license numbers, years in business) through a kickoff form and confirms the copy is accurate. Where facts are missing, Agency writes around them rather than waiting.
• Client sends the photos they have. Agency uses licensed stock photos to fill gaps, never presented as Client's own work.
• Logo design is not included. If Client has no logo, Agency sets the business name in a clean typeface at no charge.
• Client is responsible for the accuracy of the facts and claims they provide.

Design Process and Changes

• Agency designs the homepage first. Once Client approves the look, the remaining pages are built on it. Changing the look after approval is a change order.
• Extra revision rounds, new features, or content migration from an old site are quoted at $125 per hour.
• Agency asks for Client's approval at each milestone: intake facts, homepage design, copy, full site review on a private preview link, and a lead test confirming forms and phone taps reach the right place.

Platform, Hosting, and Ownership

• Custom coded (default): built and hosted on Agency's development setup, then transferred into accounts in Client's name after the final payment. Client receives the site's code to keep, host, and change. Agency keeps the right to reuse its general building blocks. Changes after launch go through Agency.
• Wix, WordPress, or Squarespace: for owners who want to edit the site themselves. Built in Agency's workspace and transferred after the final payment. Client pays platform plans, paid themes, and plugins directly.
• The domain is always registered in Client's own account. Agency connects it at launch and preserves Client's existing email settings. Setting up new email or moving email is not included.

Timeline

Typical timelines from paid deposit and completed intake: Starter 3 to 4 weeks, Growth 4 to 6 weeks, Authority 6 to 10 weeks. Client delays extend the timeline.

Completion and Launch

The project is complete when Agency sends written notice that the site is ready to launch. The final payment is due Net 7 from that notice, whether or not Client has launched. Agency connects the domain and hands everything over once the final payment clears.

Support After Launch

• During the support window (30 or 60 days, by package), Agency fixes anything it built that does not work as delivered, such as a broken link, a form that does not send, or a layout that breaks on a phone.
• Problems caused by later platform updates or Client's own edits are not covered. New changes are handled through Anytime Care or at $125 per hour.
• Hosting, platform fees, and ongoing maintenance are not included unless Client adds Anytime Care.

Anytime Care (Optional, $75 per Month)

• Client can send any change to the existing site, any time, by text or email. Each request is done within two (2) business days, handled in the order received.
• Included: changing words, prices, hours, phone numbers, or service areas; swapping or adding photos; adding or removing team members, reviews, or project photos; updating an existing page; small layout fixes on existing pages.
• Not included: new pages or sections, new features, a redesign, blog posts, or SEO work. If requests become new building work, Agency says so and quotes it.
• Month to month, cancel with fourteen (14) days written notice.

SEO (Search Engine Optimization)

Packages

Setup (Every Package)

Kickoff intake (best paying services, target towns, competitors); Google Analytics, Tag Manager, and Search Console in Client's name; lead tracking on every form and phone tap; a before snapshot of rankings, Business Profile numbers, speed, and Search Console data; keyword and town research; Google Business Profile tune up; fixes to existing pages (titles, descriptions, headings, internal links, image compression and alt text); technical cleanup (sitemap, indexing, junk pages, business schema); directory listings cleaned up and matching; a review link on Client's own domain (yoursite.com/review) with Client's Google reviews shown on the site; and a 90 day plan. Setup targets completion within 30 days. Monthly billing begins when Agency confirms in writing that setup is complete.

Monthly Work

• Page improvements: chosen each month from Google Search Console data (pages near page one, rising or slipping searches). The same page can be improved again when new data shows an opportunity.
• New pages: town or service pages chosen from the setup research. Every page is genuinely useful and specific to Client, never a copy of another page with the town name changed, and never claims work Client has not done.
• Blog posts: each answers one real question homeowners in Client's area search for, written to be useful, with no padded word counts.
• Upkeep: new technical problems fixed (indexing, broken links, speed).
• If existing pages do not need work in a given month, Agency puts that time into new content and says so in the report. When useful new pages run out, the time goes into improvements and content, never filler.
• New pages and posts are sent to Client for approval before publishing. Client owns every page and post, whether they stay or leave.

Google Business Profile

• Client is always the primary owner; Agency is a manager.
• Managed monthly: profile posts (recent jobs, seasonal tips, new content, review highlights, and offers), new photos from Client's jobs, hours and services kept current, and unwanted edits watched for. Posts with a price, offer, or promise are confirmed with Client first.
• Agency never adds keywords to the business name, creates fake or virtual locations, uses a PO Box, or shows a home address. Home based businesses run as service area businesses with the address hidden.
• Verification and ownership recovery are completed by Client with Agency's guidance.

Reviews

Agency makes leaving a review easy; only Client's customers can leave one. Reviews cannot be collected elsewhere and moved to Google. Agency never filters who is asked, never offers incentives, never writes reviews, and does not promise a review count. Each report shows new reviews and the total.

Links

Dominate includes four link opportunities pursued each month (supplier and manufacturer directories, associations, partner businesses, local organizations). Agency promises the effort, not a number of links, and reports every opportunity and every link earned. Agency never buys links. Opportunities that cost money, such as sponsorships, are recommendations Client pays for.

Service Area, Locations, and Websites

• One plan covers one connected service area on one website. Nearby towns are included and earned with town pages.
• A separate region, meaning areas more than about 1.5 hours apart with no service area connecting them, requires Dominate or its own plan. On Dominate, the monthly work is shared between both regions, so each region moves slower than it would on its own plan.
• Each additional Google Business Profile (a second staffed office in the same area) is $100 per month plus $250 setup.
• A second website is its own plan. Agency recommends combining sites with redirects instead.

Client's Website

• Before quoting, Agency confirms it can log in, add pages and a blog, and fix site speed. Image compression and basic speed fixes are included in setup; rebuilds are web design.
• If Client's site cannot support the work, Agency explains in writing and Client chooses: rebuild with a Harvest web design package, continue with what is possible (site work replaced by Business Profile, directory, and review work, noted in the report), or cancel with fourteen (14) days notice.

What to Expect

Month one is groundwork. Months two and three usually show early signs (more impressions and profile views) before calls increase. SEO usually starts showing real movement in months three to six. Agency does not guarantee rankings or traffic.

Monthly Report

Where Client shows up on Google (Search Console position and impressions), calls and forms from Google searches, Business Profile calls, directions, and views, new reviews, what Agency did, and what is next.

SEO Exclusions

• Paid advertising, website redesign, and pages beyond the package
• Paid rank tracking tools
• Guaranteed rankings, traffic, reviews, or links

Google Ads

Packages

How Campaigns Work

• One campaign covers one service line. Residential and commercial are always separate.
• Agency adds a campaign only when the budget can give it at least $10 a day (about $300 a month). Recommended starting spend is $300 a month for one campaign.
• Search campaigns only. Agency does not use Performance Max or Display campaigns for lead generation.

Setup

• Account built or cleaned up (automatic recommendations turned off, conversion goals checked).
• A landing page for each campaign, built to a conversion spec: no menu, headline matching the search, tap to call button, short form, reviews, real photos, loading in under two seconds. If Client already has a page that does this, Agency uses it. If Client's site cannot meet the spec, Agency hosts the page on Client's own address (for example go.yoursite.com). Client owns the pages. A landing page for a campaign added later is $150.
• Tracking verified before any ad runs: Google Tag Manager and Google Analytics, calls from ads (counted at 60 seconds or longer), phone taps, and form submissions. Only real lead actions are counted as conversions.
• Business Profile linked so ads can show on Google Maps.

Ongoing Management

• Daily monitoring for stopped ads, broken pages, and overspending.
• Search term reviews blocking wasted searches: weekly for the first 90 days, then every two weeks.
• Ad testing in every package.

Ad Spend and Budgets

Client pays Google directly; ad spend never appears on Agency's invoice. Agency never changes the budget without Client's approval. Google may spend up to twice the daily budget on a single day but not more than the monthly limit. Before quoting, Agency runs the budget math (average job value, the most a lead can cost, the budget needed) and will say so if ads do not make sense for Client's business.

Account and Risks

• The ad account is in Client's name, on Client's card. If a previous agency owns Client's account and will not transfer it, Agency starts a new account and the old history is lost.
• Disapproved ads are fixed by Agency. Advertiser verification is completed by Client. Suspensions are appealed by Agency without a promised timeline. If Client's card declines, ads stop until it is updated.

Monthly Report

Ad spend and Agency's fee, total cost per lead (fee plus ad spend, divided by leads), leads with dates and times, changes made, wasted searches blocked, and what is next.

Google Ads Exclusions

• Ad spend
• Performance Max, Display, YouTube, and Shopping campaigns
• Local Services Ads (not currently offered)
• Guaranteed lead volume or cost per lead

Meta Ads (Facebook and Instagram)

Packages

Campaigns and Budget

• Client's ad budget determines how many campaigns Agency runs. Agency adds campaigns, and their ads, only when the budget supports them.
• Below about $1,000 a month in ad spend, Meta takes longer to learn. Agency runs a single campaign and optimizes for the lead action Client gets most often, so Meta learns as fast as possible.

Ads and Creative

• One ad is one idea, delivered in every size Meta needs (feed, stories and reels, square), with its copy.
• Agency designs static ads and writes the copy. Video is not included. Client's real photos come first; stock photos only fill gaps and are never presented as Client's work.
• Agency does not replace ads that are working. When an ad starts to tire, Agency refreshes it before results drop.
• Ad creative is sent to Client for approval (three (3) business days).

Leads and Tracking

• Every lead is sent automatically to Client's phone and email (or to Client's CRM).
• Instant Forms include up to three questions (service, town, timing) to filter out poor fits. Landing pages, when included, reuse Google Ads landing pages when Client has both.
• Meta Pixel and Conversions API set up and tested before launch, counting real lead actions once each. If Client's site cannot support them, Agency uses Instant Forms or a hosted landing page.
• Audiences start broad, using Meta's automated targeting. Customer lists are used only with Client's confirmation that Client has permission to use them.

Testing and Changes

The first two to four weeks are testing while Meta learns which ads and people work. Agency holds off on big changes during this window because changes restart the learning. Results are judged at four weeks and across the whole campaign, not ad by ad. Agency makes changes Client requests, after telling Client if a change will restart the learning.

Ad Spend, Account, and Risks

• Client pays Meta directly. Agency never changes the budget without Client's approval. Meta may spend up to 75% over the daily budget on some days, but not more than seven times the daily budget in a week.
• Client owns the Page, Business Portfolio, ad account, and Pixel. Client should keep a second admin on the Business Portfolio so a locked personal profile does not lock the business out.
• Ads about financing or hiring fall under Meta's special ad categories, which limit targeting. Agency sets these correctly and tells Client in advance.
• Agency hides spam and abusive comments on ads and flags real questions or complaints to Client within one (1) business day to answer in Client's voice.
• Restrictions and disapprovals are reviewed and appealed by Agency without a promised timeline. Business verification is completed by Client.

Monthly Report

Ad spend and Agency's fee, total cost per lead, leads with dates, winning ads, what was refreshed and why, how often people are seeing the ads, and what is next.

Meta Ads Exclusions

• Ad spend
• Video production
• Organic social media management
• Instagram Shopping or Facebook Shop setup
• Guaranteed lead volume or cost per lead