Service Policies and Guidelines

Task Concierge & Lifestyle Management - #TASKIT!

1. Operational Hours

Updated Operational Hours (Effective September 2, 2024):

• Monday to Friday: 8:30 AM - 5:00 PM EST

Detailed Breakdown:

• Monday and Tuesday:

  • 1:1 Meetings: 9:00 AM - 12:00 PM and 1:00 PM - 4:00 PM

  • Daily Check-ins: 8:30 AM - 9:00 AM and 4:30 PM - 5:00 PM

• Wednesday to Friday:

  • Task Execution: 9:00 AM - 12:00 PM and 1:00 PM - 5:00 PM

  • Daily Check-ins: 8:30 AM - 9:00 AM and 4:30 PM - 5:00 PM

  • Weekly Summary Reports: Friday, 3:00 PM - 4:00 PM

Key Points:

• 8:30 AM - 9:00 AM: Daily morning check-ins to align with the day’s tasks and priorities.

• 9:00 AM - 12:00 PM: Dedicated time for 1:1 meetings or task execution.

• 12:00 PM - 1:00 PM: Lunch break.

• 1:00 PM - 4:00 PM: Continued time for 1:1 meetings or task execution.

• 4:00 PM - 4:30 PM: Buffer time for overflow tasks or meetings.

• 4:30 PM - 5:00 PM: Daily afternoon check-ins to review progress and address immediate issues.

2. Communication

• Primary Communication: Email will be the main form of communication for non-urgent matters. Scheduled monthly video calls will be held for detailed discussions and planning.

• Urgent Communication: For urgent matters requiring immediate attention, please reach out via phone or text message.

3. Holiday and Vacation Policy

• Holidays: TCLM will not provide services on public holidays. Clients are encouraged to notify us of any deadlines in advance to ensure all tasks are completed on time.

• Vacations: We will provide advance notice of any planned vacations. During these periods, we will coordinate with you to complete all necessary tasks beforehand and ensure you have everything you need.

4. Rush Policy

• Definition: Rush requests are tasks requiring completion within 12 hours.

• Rush Fee: An additional fee of 30% of the standard service rate will apply to rush requests. Please give as much advance notice as possible to avoid these charges.

5. After-Hours Policy

• Standard Office Hours: Monday to Friday, 8:30 AM - 5:00 PM EST. Requests made outside these hours are considered after-hours.

• Response Time: We aim to respond to after-hours requests as quickly as possible, but please allow up to 24 hours for a response.

• After-Hours Fee: Tasks or services requested outside of standard office hours will incur an after-hours fee of 50% of the standard service rate.

• Emergency Requests: For urgent matters that cannot wait until the next business day, please mark your request as "Urgent" and contact us by phone or text. Urgent after-hours requests will incur an additional 75% fee of the standard service rate.

• Communication for After-Hours: Urgent requests should be communicated via phone or text for the quickest response.

6. Planning Ahead

• To avoid after-hours fees, please plan your tasks and requests within our standard office hours. If you anticipate needing after-hours support, please inform us in advance to accommodate your needs without additional charges.