Service Standards

These Service Standards govern the delivery of all services provided by Harvest Digital Marketing ("Agency") to clients ("Client"). They are incorporated by reference into the Master Service Agreement and apply to every active engagement. The specific services, packages, and fees for a given engagement are set in the signed Order Form.

General Terms (All Services)

Account Ownership

Client owns all accounts associated with their business at all times. This includes but is not limited to: Google Business Profile, Google Analytics 4, Google Search Console, Google Ads account, Meta Business Manager, Facebook Page, and any website hosting account. Agency operates these accounts on Client's behalf. If the engagement ends, Agency returns access to all accounts Client has paid for in full within five (5) business days of the final invoice being settled.

Reporting

Monthly performance reports are delivered by the 5th of each calendar month for the prior month. Reports include what was done, what it produced, what is working, what is not, and what changes are being made. Agency does not send dashboards without interpretation. If results fall short, Agency says so directly and explains the adjustment.

Client Responsibilities

Client agrees to:

• Respond to requests for approvals, assets, or access within five (5) business days
• Provide accurate business information and brand assets when requested
• Maintain active accounts on all required platforms for the services engaged
• Notify Agency of any changes to business operations, service areas, offers, or promotions that may affect campaigns
• Keep a valid payment method on file with Agency

Delays caused by Client failure to provide required approvals, access, or materials will extend timelines accordingly. Agency is not responsible for missed deadlines caused by Client delays.

Approval and Sign-Off

When Agency submits work for Client review (content, ad creative, strategy briefs, or reports), Client has five (5) business days to provide feedback or approval. If no response is received within five (5) business days, the submission is deemed approved and Agency proceeds. If Client requests revisions after the deemed-approval window, additional rounds may be subject to a scope change.

Exclusions

Unless explicitly listed in the Order Form, the following are not included in any service:

• Custom photography or videography
• Paid advertising spend (ad spend is always paid directly by Client to the platform)
• Legal, regulatory, or compliance review of content
• Work on platforms not specified in the Order Form
• Services for additional business locations beyond those agreed at kickoff

Website Design

Overview

Agency designs and develops websites for Client on a project basis. The platform (Wix, WordPress, Framer, Squarespace, or other) is chosen based on Client's needs and agreed upon before work begins. Web design is a one-time project fee with no ongoing monthly retainer unless Client also engages SEO or another monthly service.

Packages

What Client Provides

• Brand assets (logo files, brand colors, fonts if available)
• All written content unless copywriting is separately scoped
• All photography or video unless sourced by Agency under a separate scope
• Access to existing hosting, domain registrar, or current website platform
• Approval at each milestone before work advances to the next phase

Timeline

Typical project timelines from deposit received to launch:

• Starter: 3 to 4 weeks
• Growth: 4 to 6 weeks
• Authority: 6 to 10 weeks

Timelines assume Client provides all required materials and approvals within the five-day response window. Delays in Client response extend the timeline accordingly.

Payment

A fifty percent (50%) deposit is required before any work begins, per the Master Service Agreement. The remaining fifty percent (50%) is due upon project completion, prior to final launch or file delivery. The deposit is not refundable if Client cancels after work has begun.

Revisions

Revision rounds are defined per package above. A revision round is one consolidated set of feedback submitted at one time. Multiple separate revision requests count as multiple rounds. Work outside the revision scope, or requests to change the design direction after a round is approved, may require a change order.

After Launch

Agency is not responsible for ongoing website maintenance, content updates, hosting fees, or platform subscription costs after launch unless a separate maintenance agreement is in place. Client assumes full responsibility for the site after the launch handoff is complete.

Exclusions

• Custom photography or video production
• Ongoing hosting or platform subscription fees
• Content updates after launch
• E-commerce functionality beyond a simple product listing (quote required)
• Ongoing maintenance

SEO (Search Engine Optimization)

Overview

Agency provides ongoing SEO services on a monthly retainer basis. SEO is a long-term investment. Meaningful results typically begin to appear in 3 to 6 months. Agency does not guarantee specific rankings, traffic volumes, or lead counts. Algorithm changes, competition, and market conditions affect outcomes. Agency commits to transparent reporting and proactive communication when results fall short.

Packages

What Client Provides

• Website access (admin or editor level) for on-page changes
• Approval on all content before it is published
• Accurate and up-to-date business information
• Access to Google Business Profile, Google Search Console, and GA4
• Notification of any promotions, service changes, or seasonal priorities

Account Ownership

Client owns their Google Business Profile, Google Search Console, GA4, and all other accounts. Agency is granted access as a manager or contributor and access is removed upon request at the end of the engagement.

Content Approval

All written content (blog posts, landing pages, GBP posts) is submitted to Client for approval before publishing. Client has five (5) business days to review. If no response is received, content is deemed approved and published.

Reporting

Monthly reports are delivered by the 5th of each month and include: keyword rankings, organic traffic trends, GBP performance (views, calls, direction requests), backlinks earned, and content published. Reports include interpretation and next-month priorities, not raw data alone.

Exclusions

• Paid advertising of any kind
• Website redesign or new page development beyond what is listed per package
• Copywriting for pages outside the monthly content scope
• Guarantee of specific rankings or traffic volumes
• Results within the first 30 to 60 days (SEO takes time)

Google Ads

Overview

Agency manages Google Ads campaigns on Client's behalf on a monthly retainer basis. Client's ad budget is paid directly by Client to Google. Agency's fee covers campaign strategy, setup, ongoing management, optimization, and reporting. Agency does not invoice for or mark up ad spend.

Packages

Ad Spend

Client's ad budget is separate from Agency's management fee and is always paid directly by Client to Google. Agency does not hold, invoice for, or mark up ad spend under any circumstances. Minimum recommended monthly ad budgets:

• Launch: $300 per month minimum
• Scale: $500 per month minimum
• Performance: $1,000 per month minimum

Budgets below these minimums limit Agency's ability to generate meaningful data and may affect results.

Conversion Tracking Requirement

No campaign goes live without verified conversion tracking. This is a hard requirement. Agency will not launch or manage campaigns on an account where conversion tracking is not confirmed to be firing correctly. This includes at minimum: a form submission event and a phone call event tracked via Google Ads or CallRail.

What Client Provides

• Access to Google Ads account (admin or standard access)
• Access to GA4 and Google Tag Manager
• Business information: services offered, service areas, key offers, and differentiators
• Any existing campaign data or prior account history
• Budget confirmation in writing before campaigns go live

Account Ownership

Client owns the Google Ads account at all times. Campaigns, keywords, ad copy, and data built during the engagement remain in the Client's account. If the engagement ends, Agency removes itself as a user and the account stays with Client.

Reporting

Monthly reports are delivered by the 5th of each month and include: impressions, clicks, conversions, cost per conversion, quality scores, and a plain-language interpretation of performance with recommended adjustments.

Exclusions

• Ad spend (paid directly by Client to Google)
• Landing page design or development (unless separately scoped)
• Shopping, Display, or YouTube campaigns (available as a scope add-on)
• Guarantee of lead volume or cost per lead
• Management of campaigns on platforms other than Google

Meta Ads (Facebook and Instagram)

Overview

Agency manages paid advertising campaigns on Facebook and Instagram through Meta Ads Manager on Client's behalf. Client's ad budget is paid directly by Client to Meta. Agency's fee covers creative strategy, ad setup, ongoing optimization, and reporting. Agency does not invoice for or mark up ad spend.

Packages

Ad Spend

Client's ad budget is separate from Agency's management fee and is always paid directly by Client to Meta. Agency does not hold, invoice for, or mark up ad spend under any circumstances. Minimum recommended monthly ad budgets:

• Awareness: $300 per month minimum
• Convert: $600 per month minimum
• Full Funnel: $1,200 per month minimum

Budgets below these minimums do not generate enough data for meaningful optimization.

Creative

Agency produces static ad graphics and ad copy. Video production is not included unless separately scoped and priced. Client must provide any photography, video footage, or product images used in ads. Agency may source stock imagery where Client assets are not available.

What Client Provides

• Admin access to Facebook Business Manager and Facebook Page
• Meta Pixel access or ability for Agency to install the pixel via Business Manager
• Brand assets (logo, photography, product images if applicable)
• Business information: offers, services, target customer, geographic focus
• Approval on all ad creative before ads go live

Account Ownership

Client owns their Facebook Page, Meta Business Manager, ad account, and pixel data at all times. Agency operates as a partner on the account and removes itself upon request at the end of the engagement. All campaigns, audiences, and pixel data remain with Client.

Ad Creative Approval

All ad creative (graphics and copy) is submitted to Client for approval before going live. Client has three (3) business days to review. If no response is received, the creative is deemed approved and ads are published.

Reporting

Monthly reports are delivered by the 5th of each month and include: reach, impressions, clicks, cost per click, leads or conversions generated, cost per result, creative performance breakdown, and plain-language interpretation with next-month priorities.

Exclusions

• Ad spend (paid directly by Client to Meta)
• Video production of any kind
• Organic social media management (separate service)
• Instagram Shopping or Facebook Shop setup (available as a scope add-on)
• Guarantee of lead volume, cost per lead, or ROAS
• Management of campaigns on platforms other than Facebook and Instagram