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Pause Policy
Service Status
Pausing Services — What It Means, Why It Happens, and How to Resume Fast
TL;DR — If we can’t move forward because of missing inputs or repeated no-shows, your project may be placed on a temporary Pause. Your website and existing assets remain safe; new work stops until you click Resume Service and complete the quick steps.
Why a Pause Might Happen
Common Reasons
- Inactivity / Unresponsiveness: We’ve requested content, approvals, or access and haven’t received them.
- Missed Meetings: Multiple no-shows or late cancellations without rescheduling.
- Access Not Provided: Missing logins (DNS, hosting, domains, plugins, analytics, CRM, etc.).
- Outstanding Invoices: Work pauses when an invoice is overdue.
- Scope Freeze: Large scope changes awaiting sign-off cause a tactical pause.
- Security / Compliance Hold: We’ve detected a risk and need clearance to proceed.
- Client-Requested Hold: You asked us to wait (vacation, internal decisions, third-party vendor delays).
We always send reminders first. A pause is a safeguard to keep budgets, timelines, and quality intact.
What “Paused” Means
Scope of a Pause
- Active build tasks and meetings are temporarily stopped.
- SLAs/timelines are on hold until you resume.
- Hosting/previous deliverables: Hosting Still Active
- Retainers: work time is frozen; unused balance rolls forward per your agreement.
- Deadlines shift to the next available production window once resumed.
How to Avoid a Pause
Preventing Interruptions
- Keep approvals/content flowing weekly (even partial progress helps).
- Use our shared checklist and provide access promptly.
- Reschedule missed meetings quickly via our calendar.
- Let us know early if you need a client-requested hold.
Restart in Minutes
How to Resume
- Click Resume Service.
- Complete any missing items (content, approvals, logins, payments).
- Book the next milestone call: Rebook.
In most cases, work restarts within the next available production slot. Reactivation fee: $65 (if applicable).
Timeline & Notices
Our Standard Notice Flow
Day 5 days — Friendly reminder + “soft-pause” warning.
Day 7 days — Status switches to Paused; new work stops; you receive a resume link.
Day 14 days — We may re-plan the project window to protect other clients’ schedules.
Billing & Retainers
How Billing Works on Pause
- Time-based work pauses; unused time remains banked per your agreement.
- Third-party/platform fees (domains, premium plugins, etc.) may continue.
- Overdue invoices must be cleared to resume: Open Billing Portal.
FAQ
- Will my website go offline?
- Possibly.
- Will my deadline change?
- Yes. Paused time is excluded from SLAs. On resume, we assign the next production slot and confirm the new timeline.
- Can I pause intentionally?
- Sure—just tell us. A planned hold avoids churn and protects your budget.
- What triggers a reactivation fee?
- When we need to re-allocate a production window or re-spin environments after a prolonged hold. Current fee: $65.
- How do I resume right now?
- Click Resume Service, handle any outstanding items, and book your next call.