Phone a Friend – Terms & Conditions

By purchasing a Phone a Friend Support package, the Customer acknowledges and agrees to the following terms:

Service Term

The 12-month service period begins on the date of purchase. It is the Customer’s responsibility to initiate support requests with Sarah Pew Consulting during this time. Unused hours expire at the end of the 12-month period and are non-refundable.

Response Time

Sarah Pew Consulting will respond to support requests within two (2) business days. Actual completion or resolution time may vary depending on the nature and complexity of the request.

Time Tracking & Billing

Support time is tracked and rounded up to the nearest 15-minute increment. The Customer will receive a quarterly usage report showing hours used and remaining.

Exceeding Purchased Hours

If a support request is expected to exceed the Customer’s remaining hours, Sarah Pew Consulting will notify the Customer before work begins. Additional hours must be purchased for the request to proceed.

Scope of Support

Support includes guidance, troubleshooting, and hands-on assistance within the areas described on the service page (Google Suite, AI, Web Support, Operational Support). Tasks or projects that fall outside normal support activities may require a separate agreement or proposal.

Communication & Scheduling

Support may be delivered via email, phone, Zoom, or screen share. Appointment availability may vary and will be scheduled based on mutual availability.

No Guarantee of Specific Outcomes

While support is performed with professionalism and care, Sarah Pew Consulting does not guarantee specific results, performance outcomes, or timelines for third-party platforms, tools, or integrations.

Customer Responsibilities

The Customer agrees to provide timely access, information, logins (if required), and materials necessary for completing support requests. Delays in providing requested information may affect service timelines.

Confidentiality

Sarah Pew Consulting will treat all Customer information and access credentials as confidential and will use such information solely for the purpose of delivering support services.

Limitations

Support does not include emergency, rush, or after-hours service unless mutually agreed upon in advance. “Business days” exclude weekends and holidays.

Refunds & Transfers

All purchases are final. Support hours are non-transferable and non-refundable once purchased.