Version 2.0
Effective Date: May 19, 2025

Section 1: Introduction and Purpose

1.1 Purpose and Organizational Commitment

At Lerion Jake Nwauda Digital Innovations (“the Company”), we view our client relationships as strategic partnerships. This Client Service Policy (“Policy”) articulates our commitment to excellence in service delivery, establishes clear expectations for all stakeholders, and ensures that every interaction reflects our core values: integrity, transparency, reliability, and innovation. By defining standards for communication, scope, and conduct, this Policy safeguards the interests of both our clients and our team members.

1.2 Policy Objectives

• Consistency: Provide a unified approach to service across projects, departments, and channels.
• Accountability: Clarify roles and responsibilities to minimize misunderstandings and enhance ownership.
• Protection: Defend the Company’s intellectual property, revenue, and staff from unauthorized engagements.
• Quality: Maintain rigorous service level agreements (SLAs) that align with industry best practices.

1.3 Scope and Applicability

This Policy applies to all individuals or entities (“Clients”) who engage the Company for website development, hosting, maintenance, on-demand support, consulting, or any other digital service. It governs every phase of the client lifecycle—from onboarding and project execution through offboarding and potential re-engagement.

Section 2: Definitions and Interpretations

To avoid ambiguity and ensure clarity, the following terms are defined for the purposes of this Policy:

• Account Manager: The primary point of contact responsible for coordinating resources, translating client requirements, and maintaining communication.
• Scope: The specific deliverables, tasks, timelines, and acceptance criteria documented in a signed proposal or contract.
• Out-of-Scope: Any request or task not explicitly included in the defined Scope.
• Change Request: A formal mechanism by which a Client can propose adjustments to the original Scope, subject to approval, costing, and timeline revisions.
• Service Suspension: Temporary deactivation of client services, including but not limited to domain parking, hosting shutoff, and ticket portal access, invoked for breaches or non-payment.
• Indefinite Suspension: Permanent or open-ended suspension of services without a predefined reinstatement date, typically following severe or repeated violations.

Section 3: Client Onboarding Process

3.1 Welcome and Orientation

Upon contract execution, each Client receives a Welcome Package that includes a detailed Onboarding Guide, the full text of this Policy, and a Responsibilities Matrix outlining mutual commitments. A Kickoff Meeting is scheduled within five (5) business days to align on project objectives, success metrics, and communication protocols.

3.2 System Access and Credentials

Clients are provisioned with secure access credentials for the Client Portal, ticketing system, and any staging environments. These credentials are delivered via encrypted channels, and Clients are instructed to store them securely, rotate passwords periodically, and notify the Company immediately of any suspected compromise.

Section 4: Client Obligations and Conduct

4.1 Respecting Defined Scope

Clients must respect the boundaries of the agreed Scope. Any unapproved, ad-hoc requests to team members—whether via email, messaging apps, or phone—are considered out-of-scope and subject to additional billing.

4.2 Authorized Communication Channels

All technical inquiries, project updates, and feedback must be submitted through the designated Client Portal or via the Account Manager’s official email address. Direct contact with developers, designers, or other internal staff outside these channels is strictly prohibited and will not be acted upon.

4.3 Professional and Ethical Behavior

Clients are expected to engage with Company personnel respectfully and professionally. Harassment, discrimination, abusive language, or persistent off-topic discussions will result in escalation and potential Service Suspension.

Section 5: Communication Protocols and SLAs

5.1 Supported Channels

• Email: For formal communication and document sharing.
• Client Portal: For ticket submission, status tracking, and file uploads.
• Scheduled Calls: Weekly or monthly syncs, as defined in project plans.

5.2 Service Level Agreements (SLAs)

5.3 Escalation Path

If SLAs are breached, Clients may escalate issues to the Senior Account Manager. Persistent or unresolved escalations after 48 hours are directed to the Head of Client Success for immediate review.

Section 6: Scope Management and Change Control

6.1 Initiating Change Requests

Clients submit Change Requests via the Client Portal, providing detailed descriptions, business rationale, and impact analysis. The Company acknowledges receipt within one (1) business day and delivers a cost and timeline estimate within three (3) business days.

6.2 Approval and Implementation

No Change Request work begins until the Client formally approves the estimate in writing and remits any required deposit. Upon approval, the revised Scope becomes binding, with corresponding amendments to project milestones and deliverables.

6.3 Billing for Out-of-Scope and Unauthorized Work

Work performed outside the approved Scope—whether requested informally or initiated without a signed change order—is billed at the standard hourly rate plus a fifteen percent (15%) administration surcharge.

Section 7: Quality Assurance, Testing, and Acceptance

The Company adheres to industry-standard QA practices, including unit testing, integration testing, user acceptance testing (UAT), and regression testing. Each project milestone culminates in a formal UAT phase, wherein Clients validate deliverables against predefined acceptance criteria. Sign-off is recorded in writing, signifying formal acceptance and triggering subsequent invoicing milestones.

Section 8: Billing Terms, Payment, and Suspension

8.1 Invoicing Structure

• Subscriptions: Invoiced in arrears or in advance for recurring services.
• Projects: Invoiced per milestone—e.g., 30% upon kickoff, 40% at midpoint, 30% upon delivery.

8.2 Payment Terms and Late Fees

Invoices are due net fifteen (15) days from issuance. Late payments incur a two percent (2%) monthly finance charge and daily interest thereafter. Failure to settle invoices within twenty-one (21) days triggers the Service Suspension process.

8.3 Suspension and Reinstatement

Upon suspension, domains are parked, hosting environments are disabled, and portal access is revoked. Reinstatement occurs only after outstanding balances, finance charges, and any applicable reinstatement fees are fully paid.

Section 9: Offboarding, Data Retention, and Transition Support

Clients may terminate services with thirty (30) days’ written notice. Data export requests must be submitted at least fifteen (15) days prior to termination. The Company retains backups for thirty (30) days post-termination, after which data is permanently purged unless a separate archival agreement is in place.

Section 10: Indefinite Suspension, Termination, and Appeals

Severe breaches—such as harassment, unauthorized direct staff contact, or persistent non-payment—result in Indefinite Suspension or Termination. Suspended Clients may appeal within fourteen (14) days; appeals are reviewed by the Compliance Committee. Final decisions rest with the CEO.

Section 11: Confidentiality, Data Protection, and Security

The Company enforces strict confidentiality under mutual Non-Disclosure Agreements (NDAs). All Client data is stored in encrypted databases with role-based access controls. Security incidents must be reported by Clients within twenty-four (24) hours of discovery to [email protected].

Section 12: Disaster Recovery and Business Continuity

We maintain daily incremental backups and weekly full backups with defined Recovery Time Objectives (RTO) of four (4) hours and Recovery Point Objectives (RPO) of twenty-four (24) hours. Semi-annual disaster recovery drills ensure readiness, with Clients invited to participate.

Section 13: Accessibility, Inclusivity, and Compliance

Web deliverables conform to WCAG 2.1 AA standards and ADA guidelines. We conduct automated and manual accessibility audits, ensuring keyboard navigation, screen-reader compatibility, and adequate color contrast. Regulatory compliance—including GDPR and Nigeria’s NDPR—is verified during each phase.

Section 14: Intellectual Property and Licensing

Upon final payment, Clients receive perpetual, worldwide rights to the work product. Third-party components are licensed separately; Clients are responsible for any ongoing licensing fees. Open-source software is integrated in compliance with applicable licenses, with attribution documented.

Section 15: Environmental and Social Responsibility

We prioritize partnerships with eco-friendly data centers, offset carbon footprints through verified programs, and vet suppliers for ethical labor practices. Clients are encouraged to support digital literacy initiatives co-sponsored by the Company.

Section 16: Policy Governance, Review, and Change Management

This Policy is maintained by the Head of Client Success and reviewed quarterly. Material amendments require board approval and thirty (30) days’ advance notice to Clients. Version history is tracked using semantic versioning, with changelogs published online.

Section 17: Metrics, Reporting, and Continuous Improvement

Key performance indicators (KPIs)—including SLA adherence, ticket resolution rates, client satisfaction (CSAT), and Net Promoter Score (NPS)—are tracked on a live dashboard. Quarterly performance reports are shared with Clients, accompanied by action plans for process enhancements.

Section 18: Ethical Standards and Code of Conduct

All Company employees adhere to a professional Code of Conduct that prohibits conflicts of interest, bribery, and discriminatory behavior. Clients report concerns via a confidential ethics hotline; investigations are handled by the Compliance Committee.

Section 19: Dispute Resolution and Governing Law

Disputes are first addressed through an informal mediation process facilitated by the Account Manager. Unresolved matters proceed to binding arbitration under the rules of the Lagos Chamber of Commerce, governed by Nigerian law.

Section 20: Contact Information and Support

Head of Client Success: [email protected]
Security and Incident Reporting: [email protected]
Billing and Invoicing: [email protected]
Ethics Hotline: [email protected]

End of Client Service Policy — Lerion Jake Nwauda Digital Innovations reserves the right to amend this Policy with thirty (30) days’ notice to clients.