This Client Communication Policy explains how communication is handled for professional services, consulting, technical support, project discussions, service requests, and other client-related work connected to jmoorewv.com.
Clear communication helps keep projects organized, protects sensitive information, reduces confusion, and creates a written record of decisions, approvals, scope changes, and service requests.
Preferred Communication Methods
Client communication should take place through the contact methods provided on jmoorewv.com or through another method agreed upon in writing.
Email is generally preferred for professional service requests, project details, approvals, estimates, invoices, technical notes, access instructions, and other important communication because it creates a written record.
Phone calls, video calls, text messages, direct messages, or other communication methods may be used when appropriate, but important decisions, approvals, scope changes, and project details may need to be confirmed in writing.
Written Records
Project details, service requests, approvals, estimates, deadlines, deliverables, access instructions, and changes should be documented in writing whenever possible.
Written communication helps avoid misunderstandings and provides a clear record of what was requested, approved, changed, completed, or declined.
If a decision or request is discussed by phone, video call, text message, or direct message, I may ask for written confirmation before starting or continuing work.
Response Times
I make reasonable efforts to respond to legitimate client messages in a timely manner, but response times are not guaranteed unless a separate written agreement says otherwise.
Response times may vary based on current workload, project schedules, availability, message complexity, emergencies, weekends, holidays, technical issues, or other circumstances.
Sending multiple messages through different platforms may delay review and may make communication harder to track.
Business Hours and Availability
Communication and service availability may vary depending on workload, scheduling, project commitments, and the type of service requested.
Unless otherwise agreed in writing, professional services do not include guaranteed 24/7 availability, immediate response, after-hours support, weekend support, or holiday support.
Urgent or after-hours requests may be treated as emergency work and may require separate approval, scheduling, and pricing.
Emergency Requests
Emergency requests may include urgent website outages, malware concerns, broken production systems, server problems, security incidents, or other time-sensitive technical issues.
Emergency work is not guaranteed and depends on availability, project fit, required access, issue severity, and written approval of any applicable emergency rate or service terms.
An emergency request does not guarantee that the issue can be fixed, recovered, cleaned, restored, or resolved.
Project Scope and Approvals
Only work that has been clearly requested and approved in writing is included in a project or service request.
Requests for additional features, extra revisions, new pages, new functionality, design changes, troubleshooting outside the original request, or other added work may require a new estimate, invoice, timeline, or written approval.
I may pause work until the requested scope, requirements, payment terms, access, or approvals are clear.
Client Responsibilities
Clients are responsible for providing accurate information, timely responses, required access, project materials, content, credentials, approvals, files, licenses, and other details needed to complete the requested work.
Delays in providing required information, access, approvals, or materials may delay the project or affect the ability to complete the work.
Clients are responsible for reviewing messages, estimates, invoices, project updates, questions, and completed work in a timely manner.
Access and Credentials
Clients should use secure methods when sharing access to websites, servers, hosting accounts, domain registrars, WordPress dashboards, databases, APIs, email systems, payment accounts, or other private systems.
Passwords, private keys, API keys, financial information, server credentials, database credentials, and other sensitive information should not be sent through public comments, social media posts, unsecured direct messages, or other inappropriate channels.
Whenever possible, clients should create temporary or limited-access accounts instead of sharing primary account credentials. Clients are responsible for removing, changing, or disabling access after work is complete.
Social Media and Messaging Platforms
Social media platforms, comments, public posts, and casual direct messages are not preferred channels for official project communication, sensitive information, emergency requests, or professional support.
Messages sent through Facebook, X, LinkedIn, or other third-party platforms may be missed, filtered, delayed, restricted, deleted, or affected by platform policies and technical issues.
Professional service requests should be moved to an appropriate communication method when project details, pricing, access, approvals, or private information are involved.
Phone and Video Calls
Phone calls or video calls may be scheduled when needed for planning, consulting, troubleshooting, project review, or clarification.
Calls may require scheduling in advance and may be billed as consulting time unless otherwise agreed in writing.
Important decisions, approvals, and action items discussed during a call may need to be confirmed in writing before work continues.
Estimates and Quotes
Estimates and quotes are based on the information available at the time they are provided.
If project requirements change, unknown issues are discovered, access is incomplete, third-party systems create delays, or the scope expands, pricing and timelines may change.
An estimate does not guarantee final cost unless a fixed written agreement specifically says so.
Invoices and Payment Communication
Invoices, payment links, receipts, payment reminders, and billing questions may be sent by email or another agreed method.
Clients are responsible for reviewing invoices and paying them according to the stated terms.
Work may be paused, delayed, withheld, or discontinued if payment is late, incomplete, disputed, declined, or unresolved.
Project Updates
I may provide project updates as appropriate based on the size, complexity, and status of the work.
Some work may involve research, troubleshooting, testing, waiting on third-party systems, or reviewing technical details before a meaningful update is available.
Clients may request reasonable status updates, but excessive requests may delay the work and may be billed as communication or project management time when appropriate.
Client Delays
If a client does not respond, provide access, approve work, submit required materials, or answer important questions, the project may be delayed, paused, rescheduled, or closed.
Client delays may affect timelines, pricing, availability, and the ability to complete the project.
Work already completed, time already spent, scheduled time, and expenses already incurred may remain billable even if the client delays or abandons the project.
Abusive or Inappropriate Communication
Communication should remain respectful and professional.
I reserve the right to refuse, pause, or terminate communication or services if a client sends abusive messages, threats, harassment, spam, false claims, discriminatory remarks, excessive demands, inappropriate content, or requests for illegal or unethical work.
Confidentiality
I make reasonable efforts to keep client communications, project details, credentials, business information, technical information, and private materials confidential.
Confidentiality does not apply to information that is already public, independently known, authorized for disclosure, required by law, or necessary to discuss with a third-party provider in order to complete the requested work.
Record Retention
Client communications, project notes, invoices, approvals, access notes, technical findings, and related records may be retained as needed for business, legal, tax, security, support, or project history purposes.
Retention of communication records may vary depending on the type of project, service, legal requirement, business need, or technical issue involved.
No Guaranteed Outcome Through Communication
Communication, discussion, consultation, messaging, or project review does not guarantee that a requested issue can be fixed, a project can be accepted, a deadline can be met, or a specific result can be achieved.
Technical work may depend on access, hosting limitations, third-party systems, software behavior, client decisions, available information, and other factors outside my control.
Related Policies
This Client Communication Policy should be read together with the Terms of Service, Privacy Policy, Professional Services Agreement, Refund Policy, Security Policy, Technical Disclaimer, Social Media Policy, and any other applicable policies published on jmoorewv.com.
Policy Updates
This Client Communication Policy may be updated from time to time. Any changes will be posted on this page with an updated effective date.
Effective Date: May 15, 2026