This Customer Charter has been set up to reflect our level of commitment to our clients and to provide an idea of service delivery, that future/existing clients can expect.

What you can expect from FWS...

1 - At FWS, we realise that no two clients are the same. However, having said this, each client, be they large or small, deserves equal and fair treatment, and the very best service provided to them that is humanly possible.

2 - It is our goal to provide a first class web design facility, to include as many variations on the service, to ensure that all potential clients are given the cheapest, fairest quote to best suit their individual circumstances. This also includes free work on occasion.

3 - We realise also that time delays occur for both parties, but it is our aim to provide a realistic expected deadline, and to try our very best to adhere to that deadline. If however circumstances do not permit the meeting of this deadline and FWS is responsible, then fair compensation will be given by FWS, in form of a discount on the original quote. Each case will be reviewed individually, should this ever occur.

4 - Under no circumstance will an unfair quote be given for any potential work. Each quote will be broken down to give the client an exact idea of where costs will be incurred, and also information on where savings can be made, if any. It is not our aim to overcharge, but to give the client the best possible options, for the fairest prices.

5 - Having undertaken a commitment to the client. FWS will provide ongoing updates, to ensure that the client is kept fully up-to-date on the progress of their project. If the client wishes more regular updates, this can also be given upon request.

6 - Where necessary, FWS will provide information on the best possible hosting facility available, that we are aware of.

What FWS expects of its clients...

1 - When requesting a quote, please provide as much information as possible relating to your project. This will allow us to give as accurate a quote as possible.

Information you may wish to provide might be:

• Information relating to the nature of the project.
• Information relating to preferred design/style.
• Information relating to number of pages/menu items/menu structure.
• Information relating to additional elements - ie. forum, gallery etc.
• Estimated deadline for completion.
• Budget for project.
• Additional information as necessary.

** If the structure of the project changes prior to completion, then the initial quote will be reviewed to incorporate any changes. This will have to be agreed upon by both parties before work on the project resumes.

2 - Once the price has been agreed upon, an initial deposit will be required. This can be agreed between both parties at the time, but is usually 40% of total cost. Once the project has been completed and the client is 100% satisfied, then final payment will be required.

** If necessary, the client may pay in instalments during the course of the project, rather than paying the settlement in a lump sum at the end.

3 - Once both parties have agreed upon a mutual deadline for the project, it is required that both parties work toward meeting that deadline. If however the client extends the deadline by an unreasonable amount of time, possible charges will occur. An example of this might be - for each month delayed, 15% of original quote will be added on to the final total. It is not our intention to cause such changes, but it is our expectation that clients respect the time involved, and assist us wherever possible to meet expected deadlines for their projects.

4 - For each web site project undertaken, the client will be expected to provide the text for the site, in text file format. It is essential that the client provide this information before the site design begins.

5 - Finally, it is expected that if the client has any related problems during the time taken to complete the project, that they contact FWS without delay so that the problems can be resolved. We hope that the entire process will be trouble free, and enjoyable to both, so wish to ensure that any problems be resolved at the earliest opportunity.

A Typical Project - Start to Finish

Stage 1 - The potential client will initiate contact with FWS, providing any necessary information they may have, in order to request a quote for their project. (Example suggested information as mentioned previously on Page 1.)

Stage 2 - Contact will be made by FWS in order to clarify any necessary points, and from there a quote will be provided.

Stage 3 - The quote will either be accepted or declined. If accepted, then an agreed deadline will be set for the completion of the project, that both parties will be happy with. The initial down-payment will be agreed and paid by the client.

** It is important that the client has read and agreed to the Customer Charter prior to making the down-payment.

Stage 4 - All text for the site will be provided at this stage, prior to the commencement of the site build. This will allow for the content to be taken into account when the design is created.

Stage 5 - A preliminary design will be created based on the client requirements. This will be submitted to the client for their input. At this stage, changes will be made as necessary, until the client is completely satisfied with the basic design/concept.

Stage 6 - The main site build will continue, until the project is complete and ready for checking.

Stage 7 - The client will check the project, and send any final changes to FWS to be implemented.

Stage 8 - The project will be finalised and delivered. Final settlement of the outstanding bill will be made by the client.

Please note that this process may change depending on the type of project undertaken (eg web template, forum style, logo/graphics work etc.) but the overall concept will remain the same.

Comments or Feedback

It is our goal to always provide the best possible service to our clients. Therefore, if you have any suggestions, or constructive feedback about anything you may see on this site, or work undertaken by us on your behalf, then we would like to hear from you.

No matter how hard we try to please, we know that realistically, we wont always get it right. So, if you have any problems, please let us know, so that we can correct any procedure, or fault on our part, to ensure that we get it right next time. Also, any additional thoughts or comments are always welcome, as it will allow us to know where our services are successful, and what areas need continual development.

We hope to continue to improve, and grow, and to offer an affordable, reliable, friendly service. This is our promise to you.

Contact:

Webmaster@FifeWebSolutions.co.uk