Marvelous Design
Marvelous Design
Last updated: March 26, 2026
As a subscriber of our Client Service plans you authorize Marvelous Design to perform routine service and support upon request, without requiring formal quotes and approvals each time. This allows for more efficient billing, priority scheduling, and faster completion of work.
All services provided under these plans are governed by Marvelous Design’s Creative Services Terms & Conditions, which shall prevail in the event of any conflict, including all warranty and limitation of liability provisions.
This open-ended Agreement includes the following online support services:
It does NOT include:
Requests that require a significantly large effort will be treated as a project to be fully scoped out in a Proposal or Statement of Work.
Marvelous Design offers three levels of service retainers, each expanding upon the previous in value. The following is an overview of each subscription package:
Having access to professional web support means you’ll never have to figure things out on your own. Our team provides ongoing expert assistance to help manage digital operations for your business. Requests are billed on a time and materials basis at our exclusive discounted rate.
This offer provides additional support and performance visibility with monthly reporting, also includes priority booking.
This plan is for Clients who prefer a fully-managed, white-glove experience with direct access to 1-on-1 support day or night.
The exclusive hourly rate for subscribers is $135 plus tax. The standard hourly rate for non-subscribers is $300 plus tax.
All regular Client support tickets are worked on during normal business hours, between Monday and Friday, from 9:00 AM to 5:00 PM (AST). Support requests from most Clients are addressed in the order they are received. Those who subscribe to our Valet Care and Full-Serve Concierge plans receive priority booking for ticket resolutions.
Depending on the severity or conditions of the support request, work may be performed outside of regular business hours. After-hours support is not available to non-subscribers. For subscribers, after-hours work may be performed as needed. Support provided under the Valet Care and Full-Serve Concierge plans is exempt from after-hours rates. All other after-hours work will be billed at the standard hourly rate.
Estimates will be submitted for approval for each consolidated request. An estimate must be approved before a ticket is created and any work begins. Estimates will be provided as a range to account for any unknown factors or additional effort spent on a particular task. The minimum effort allocated for any given request or list of requests is one (1) hour. In the event that efforts to complete the work should exceed the estimated time, Clients will be notified by email prior to reaching the estimated budget to give Clients reprieve to determine the desired course of action.
Some requests may require outsourcing for printing, illustration, photography, video production, models, props, stock media, software subscriptions or plugins. In which case Marvelous Design will procure any third-party assets that are needed to complete the request. There will be a thirty-three (33) percent markup on all incurred expenses at the time of billing. Marvelous Design may require the cost of these expenses up front before proceeding with a purchase.
Invoices are issued to subscribers with annual retainer fees at the beginning of each year in January. In addition to the yearly retainer fee, those along with monthly subscribers will receive one single monthly invoice consolidating all service requests completed during the billing cycle for that month. All service performance fees are billed at the exclusive rate for subscribers on a time and materials basis. Clients are billed based on work performed during the billing cycle. Billing occurs on the last Friday of each month.
This Agreement applies to individual requests estimated at ten (10) hours or less. Any request exceeding this threshold will be treated as a separate project and may require a Proposal or Statement of Work.
We reserve the right to suspend or cancel a Client’s access to any or all services we provide when we decide that the account has been inappropriately used. In short, we do not allow certain activities hosted on our servers including but not limited to:
Clients who wish to unsubscribe for any Marvelous Design retainer service can do so by submitting an email request stating their desire to end the service. Once the request is received, the Client will receive notice that they’ve been removed from the retainer list and will no longer be billed for any retainer fees moving forward. No refunds will be issued for any unused time that remains for the subscription cycle, and billing for any support items will be charged at the standard hourly rate. Clients who cancel will be billed a minimum two (2) hour service fee at the Subscribed Hourly Rate for packaging and delivering all managed files and assets. Any work in progress at the time of cancellation will be billed based on work performed to date.