Definition of Services
Pricing and Description of Live Receptionist Services:
The monthly subscription is the amount charged to the client each month to have access to full-time support staff that is logged in, awaiting calls or tasks. This amount will be charged to the client regardless of the amount of usage for other services. Some packages will have free minutes included. Promotional rates may also be discounted if applicable.
Separate from the base rate, each minute used for inbound and/or outbound is charged at a per-minute rate for connected calls. A “connected call” is one that the agent has successfully answered an incoming call, or for outbound, dialed a number and successfully reached an live person or answering machine. Leaving a voicemail counts as a connected call. After-call work is also billed per minute, where the agent ends the call and takes time to enter notes into the system, and wrap up the remaining tasks outlined in the script or process. For all scenarios, this per-minute rate is calculated to the nearest whole second, and is not rounded further. Per-minute rates vary depending on the base package. The higher the base rate, the less the per-minute rate will be. We do not charge for time spent in queue, abandoned calls, or testing and training purposes. Occasionally you will see time on your report for “testing and training purposes” where agents will check the system to ensure call flows are working properly, or for training and quality assurance purposes. While this time does appear on the weekly/monthly reporting, it is excluded from the billing calculations when invoicing.
Usage rates for Accounting, Website and Graphic Design, Virtual Assistant Services, Software Development and all other services no pertaining to phone calls or customer service, will be billed by the hour, with a set number of hours pre-purchased each month with the monthly subscription, or by buying additional hours if needed (see below).
In the event that the Client requests holiday service (New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas Day), there will be an additional fee of $40 per month added to their subscription. This $40 monthly fee is the equivalent of $5 per available hour for 96 total hours over the 6 major holidays. It is broken down into more manageable monthly payments. Clients who decline the optional holiday rate will have all calls routed to voicemail and return calls will be made on the next business day.
Toll Free/Local Number Subscription Fee:
Each phone line requested is $10 per month for the first 10 lines. Any additional lines after 10 will be billed at $5 per month per line. The Preferred, Advanced, and Premier package include one (1) complimentary phone line, then $10 per line for the first 10 lines, and $5 per line thereafter.
SMS Text Messaging Subscription:
Long code phone numbers are available for sending/receiving sms text messages to you as a member, as well as your customers. Each requested line is $10 per month for the subscription, and $0.25 per text. Groups of over 100 numbers will be sent at a discounted rate of $0.15 per individual text (500 numbers = 500 texts). A single text consists of up to 160 characters. Texts over 160 characters will be counted as 1 text for each 160 character part, up to 960 characters per message. A character is a letter, number, symbol, space or punctuation mark.
Sub Account Fee:
Each sub account is billed at $35 per month. All services of the sub account will be identical to the parent account, unless otherwise noted. Separate accounts may also be used in place of sub accounts.
Voicemail to Email:
If a voicemail is received during off hours, a recording of the message can be made available upon request. No additional fees are added other than the per-minute rate for the time it takes the agent to process the request.
Call Recordings and Recording Patching:
We have the ability to playback a recording to a client, or caller upon request. Playback is available for recordings less than 30 days old and are billed at the per-minute rate of their current package. Any recording older than 30 days will be purged and no longer available, unless requested by the client. Data storage for recordings can be purchased for $10 per month, and recordings will be stored for up to one year past the date of the recording.
Custom Greetings and Directories:
A basic greeting message will be recorded with your business name, as well as a default voicemail greeting. If you would like a custom greeting message (i.e. music in background, professional voiceover, etc.) there is a one-time fee of $49.
Setup and Training Fee:
Training, implementation and other costs incurred for each new business are recovered by charging a setup fee for each business. The setup fee is non-refundable, and non-negotiable. There are options for payment terms, at the discretion of TSC and may require a short term contract (i.e. $500 if paid up front, or $60 per month for 12 months if paid monthly). The cost of the set up fee varies by each package, not accounting for promotions or discounts. The fee will be quoted in the Service Name and Description List on Page 1. Please speak with your sales representative if you have any questions.
CRM Subscription Fee:
If the client does not already have a CRM, a FREE basic subscription to HubSpot will be included with each package. Advanced subscriptions will vary, and can be purchased from TSC separately.
Security/Compliance Subscription Fee:
TSC will remain compliant for HIPPA, PCI, SSL and other encryption or compliance. If requested, these features will be billed at an additional rate. These specialty features will be quoted separately.
Sales and Use Taxes: State and local taxes will vary depending on the state. Federal taxes are generally not applicable for services other than for payroll taxes that the federal and state governments require. A “Use Tax” may be required in your state. Speak with your sales representative for specifics regarding the current tax rules in your state.
Invoicing and Payment Schedule:
Invoices are sent at the end of each billing cycle. Your billing cycle will be either (a) at the end of each month; or (b) on the monthly anniversary of the date of this contract. Payments can be made electronically via bank transfer, ACH deposit, all major credit cards, or debit card. Automatic draft should be set up from a checking account or credit card.
Reporting: Reports will be generated on a weekly and/or monthly basis. We do not yet have the ability to measure your minutes used in real time. Your weekly reports will have a total number of minutes used, where you can quickly estimate the total expenses by calculating the total minutes by $0.99 and adding your base rate in as well. Price on the invoice may vary slightly depending on other factors and services ordered.
Pricing and Description of Virtual Assistant Services:
The monthly subscription is the amount charged to the client each month to have a predetermined amount of hours allocated to their available balance. This amount will be charged to the client regardless of the amount of usage for other services.
Usage describes the amount of time a virtual assistant will work and the time is debited from the available balance. The higher the base rate, the less the per-minute rate will be. Usage rates for Accounting, Website and Graphic Design, Virtual Assistant Services, Software Development and all other services no pertaining to phone calls or customer service, will be billed by the hour, with a set number of hours pre-purchased each month with the monthly subscription, or by buying additional hours if needed.
Pricing and Description of Website and Graphic Design Services:
The monthly subscription will cover all requested changes, search engine optimization, maintenance, updating, and plug in repair. This monthly subscription does NOT include any ad spend for online or print advertising or social media management. This amount will be charged to the client regardless of the amount of usage for other services.
The setup cost is for the initial design and build of the website. It does not include ongoing maintenance or changes without additional charges. For unlimited changes and maintenance, please choose a monthly subscription package.
Pricing and Description of Accounting, Bookkeeping, Payroll and Tax Filing Services:
The monthly subscription will cover the subscription cost of QuickBooks Online Plus and TSheets, as well as the hours for training and support that come with each package. It does not include any personal or business tax planning or filing fees.
Additional hours for single-use can be purchased at any time and redeemed when needed. You may also purchase bookkeeping and accounting time as a gift for others.
Pricing and Description of Human Resource Services:
The hiring services will include job posting on Indeed, FaceBook, and LinkedIn. It will also include initial phone interview screening, and live interview screening for each applicant. Drug testing, background checks, state reporting, and workers compensation insurance are purchased separately.
If you have any additional questions about your services, please call our sales department at 208-315-6500.