Service Agreement

The terms under which Highland Willow delivers a monthly service. Read with your invoice, which names your services and prices, and with our Terms of Service, which both documents sit on top of.

1. What you are buying

Your invoice lists the services you have taken and what each one produces in a thirty day period. Those stated deliverables are the scope. Anything else is quoted in writing before it starts and is never billed after.

We price on what the work produces, not on hours. We do not bill by the hour and we do not ask you to track ours.

2. What runs, and what it means

Where your invoice names a cadence, that is a commitment and not an aspiration:

• Backups are taken on the stated schedule and every one is verified before it is kept. A dump that does not verify is refused rather than stored.
• A restore is actually performed and proven on the stated cadence: fetched, decrypted, restored and row counted. Not a file that exists, a restore that ran.
• Offsite replication runs with the lag measured, so we know how far behind the copy is rather than merely that one exists.
• Monitoring is automatic and continuous. Human response is business hours, Eastern. Monitoring tells you what is wrong; shipping the fix is separate work.
• Reports trace every figure to a named source, so any number can be checked rather than trusted.

Where a provider publishes no status interface we can watch automatically, we say so on the invoice rather than implying coverage we do not have.

3. What we need from you

Some of what you are buying is bounded by what you supply, and that is deliberate. Published articles are written from your own recorded answers: we publish what your recordings support, so the volume is set by how much of your knowledge we can capture, not by a quota.

You grant the access required to deliver the service, on a least-privilege basis, scoped to the work and named in writing. You will be told who holds access and told again if that changes.

4. Advertising, where you take it

Advertising is a ceiling you set, not a fee we charge. Set it at zero and you pay nothing for it.

• Funded before placement. We do not spend your budget on credit and we do not front it ourselves. Release it when you want campaigns live and they go live that day.
• Billed at exactly what the platform charged, with the receipts attached, so you can check our figure against Google's and Meta's own numbers.
• Reconciled on the following invoice. Anything unspent returns to you as a credit. You never pay for advertising that did not run.
• No markup, no percentage of your media, no management fee buried inside it.
• Yours to move. Change the ceiling, pause it, or ask us to put the spend back on your own card, on one month's notice. The account history is yours either way.

5. Software and AI

Where your invoice carries a software or AI line, it is a fixed price that includes usage up to a stated limit. If you reach the limit we pause and call you. Nothing further is spent, and you are never billed above the limit without agreeing to a new one in writing.

6. Paying

Your invoice states the terms and the due date. Fees unpaid thirty days after the due date carry 1.5% monthly interest, and we may suspend service on any account more than sixty days past due.

We never email you new bank details. If you receive a message that appears to be from us asking you to pay a changed account, call +1 828-514-7794 before paying anything.

7. Who owns what

Yours: your business data, records, customer information, website content, written procedures and your own vendor and advertising accounts. They remain in your name and leave with you.

Ours: the tooling, automations, pipelines, templates, monitoring and methods we build and reuse to deliver the service, including anything improved during your engagement. Where something of ours is embedded in a deliverable you paid for, you have a perpetual, non-exclusive licence to use it in your own business.

8. Term and leaving

Your invoice states the term. When you leave, your site, files, content, written procedures and data are exported to you in open formats within fifteen business days, access is transferred, and any unused prepaid amount is refunded in the same window. There is no exit fee and no penalty clause.

9. Limits

We do not guarantee rankings, revenue or any business outcome. We guarantee process, and the guarantee is in Section 7 of the Terms of Service. Our total liability is limited to the fees you paid in the three months before a claim. Full detail, including confidentiality and data handling, is in those terms.

Agreeing to this

Type your full name as your signature, tick the box, and we record your agreement with the date. If you want anything changed, tell us before you agree and we will issue a corrected version rather than treat this as settled. Prefer paper? Say so and we will send a signature copy instead.

Highland Willow, LLC, a North Carolina limited liability company. Questions to highlandwillowllc@gmail.com or +1 828-514-7794.