Saintly Solutions Policies & Guidelines

Our Policies & Guidelines

At Saintly Solutions, our goal is to provide you with seamless, reliable, and transparent service. To help ensure a smooth experience, we’ve outlined key policies related to support, billing, and project management. We appreciate your cooperation and are always here to assist you!

📅 Hours of Service: Monday – Friday 6:30am – 4:30pm Mountain Time (excluding US Federal Holidays)

📞 Phone Support: 505-289-2858

📧 Email: support@saintlysolutions.com

📩 Support & Service Requests

  • All support requests must be submitted through one of the following approved channels:
  • After-hours response times and fees are as follows:
    • 150.00/hr (1 hour minimum)
    • We do not provide support of any kind on Saturday.
    • After-hours tickets will be evaluated on a 4 – 6 hour response time.
    • Please note we are not a 24×7 company.
  • Non-emergency tickets submitted on Fridays will be reviewed on Monday of the following week.
  • Please submit only one ticket per request. Sending multiple tickets for the same issue will not move you up in the queue.
  • Tickets are handled in the order they are received to ensure fairness for all customers.
  • We will accurately evaluate all tickets and determine whether they qualify as an emergency.
  • Emergency tickets may incur additional fees. If so, we will notify you before performing any work.
  • If a ticket includes multiple tasks, we will break them into separate tickets to ensure clarity in communication and tracking.

💳 Billing & Payments

  • Monthly invoices are sent on the 1st of each month.
  • All invoices (monthly or service-based) are due upon receipt, but no later than 7 days after the invoice is sent.
  • The invoice date reflects the day it is sent from Saintly Solutions’ system, not when you open or read it.
  • You may receive service-based invoices at different times throughout the month.
  • All payments must be made using Saintly Solutions’ payment processor (currently QuickBooks). We accept Debit, Credit Cards, and ACH.
  • No other payment methods or processes can be used.
  • Correspondence that requires research, assessment, or a detailed response is billable time.

📌 Project Management & Collaboration

  • We use Asana as our project management tool.
  • You may receive an invite to Asana, but participation is completely optional.

⚠️ What Happens if Policies Are Not Followed?

At Saintly Solutions, we want to provide the best possible support and service, and our policies help ensure efficiency for everyone. Here’s what happens if these policies are not upheld:

  • Support Requests:
    • If support requests are not sent to support@saintlysolutions.com, they may not be seen or responded to.
    • Submitting multiple tickets for the same issue will not result in faster service and may cause unnecessary delays.
    • If an emergency request is made but determined not to be an emergency, it will be placed in the regular queue.
  • Billing & Payments:
    • Invoices must be paid by the due date which is no more than 7 days after the invoice is sent.
    • Late payments may result in:
      • Service delays or account suspension until payment is received.
      • Payments made outside of Saintly Solutions’ approved payment processor (QuickBooks) cannot be accepted.
  • Project Management:
    • If you opt not to use Asana, you will still receive updates via email, but may miss out on real-time collaboration and tracking.

We truly appreciate your partnership and understanding as we work to keep things running smoothly. If you have any questions, please don’t hesitate to reach out!