Client Services Agreement

1. The service

Second Shift's managed social service is a done-for-you social media service for local businesses. We plan, produce, and post your social content on the platforms you use. The work is produced with RMG's Backstage suite and our production team, and passes an internal quality gate before it reaches your accounts.

2. Plans — the Unlimited Doctrine

Unlimited posts. Unlimited platforms. On every plan. We never ration posts or platforms — that is a standing commitment, not a promotion (see Section 8). Plans differ by service level only: reporting, support level, and the share of the crew's week your account receives.

• Starter — $299/mo founding · $349/mo standard. Monthly content plan. Includes Backstage Studio Solo.
• Growth — $799/mo. Monthly content plan and monthly performance report. Includes Backstage Studio Team.
• Partner — $1,199/mo. Monthly content plan and monthly performance report. Includes Backstage Studio Multi.

Add-ons are things, never meters. The add-on shelf is deliverables only — extra toolkit packs, graphics packs, and studio one-offs (Spokesperson Twin, Live Show Kit, Sonic Identity, Cast Cameo, Story of the Business) at their published prices. Nothing on the shelf meters, sells, or tops up posts or platforms, because posts and platforms are already unlimited. The Second Shift DIY Social Content Kit ($29 one-time) is a product, not a service; the service sections of this agreement do not apply to it. Founding clients lock the $299 Starter rate as published. Retainers are billed monthly, in advance. Your service record — plan, status, add-ons, and bundle state — is the single record of what your plan includes; the portal and our support read from it, and if any summary disagrees with it, the record wins. Support level is set by your plan and stated on your service record.

2A. Included Backstage access — the bundle ladder (one-way)

While your Second Shift plan is active, it includes the matching Backstage tier (Starter → Studio Solo, Growth → Studio Team, Partner → Studio Multi) on the terms of the Backstage License Agreement, so you can also work hands-on with the full customer-usable toolkit. The inclusion runs one way only: buying Backstage alone never includes Second Shift service. When your Second Shift plan ends, the included Backstage access ends with it; anything you made with it stays yours under Section 7.

3. How delivery works

Kickoff (15 minutes). We learn your business, your voice, and what is worth posting. Monthly content plan. You see the month's plan before anything posts, in plain language. We produce and post. Content is written, designed, and scheduled by our team; every deliverable passes an internal quality gate first. Monthly report (Growth & Partner). What posted, what it did, what we are doing next — one readable page. You stay in control — see Section 4. The managed lane: deliverables we produce and manage for you stay in the managed lane; if you change managed work yourself (including through your included Backstage access), that work leaves service coverage — we no longer guarantee its schedule, quality gate, or the automatic miss guarantee in Section 8 — until we review and accept it back into the lane.

4. The approval law (binding on us)

Drafts → your review → approved-only publishing. Nothing is published to your accounts that you have not had the chance to see, and nothing publishes without your approval where the approval mode on your account requires it. Approval is not auto-publish: approving a plan or a draft authorizes the approved item, not future unreviewed items. Buying is not account access: purchasing a plan grants us no access to your accounts. Access is granted by you, separately, through each platform's own authorization tools, and you can revoke it at any time — revocation pauses publishing; it does not breach this agreement. Your portal account's approval settings (per-item approval or standing approval for routine items) are recorded and followed exactly as set.

5. Your guardrails

At kickoff we record your guardrails page: topics to favor, topics and claims to avoid, offers we may and may not state, people and competitors never to name, and anything that needs a phone call before it posts. Content is produced inside those guardrails; if a planned item would cross one, we ask first. You may update the guardrails at any time; updates apply to everything not yet posted.

6. Pause and crisis mode

The big pause button. You can pause all posting at any time, effective immediately for anything not already published, for any reason, from the portal or by a message to us. A pause does not pause billing during the current paid month; if a pause runs past the end of the current paid month, billing pauses with it — you are not charged for months in which everything is paused — until you resume or the engagement ends. Crisis mode: if something goes wrong publicly — a bad review storm, an incident at your business, a death, an emergency — tell us and we switch your accounts to the crisis posture you chose at kickoff (silence, a holding statement you approve, or business-as-usual minus promotion). Scheduled promotional content never runs over a crisis because a calendar said so.

7. Ownership — the keep-everything guarantee (the no-hostage vault)

Cancel anytime; everything you made is yours. That is our keep-everything guarantee, and it holds during the engagement and after it ends, for any reason. Everything made for you is yours: posts, media, designs, captions, plans, and reports produced for your business belong to you. Audio deliverables are owned by you outright under the G-02 rule (see the Backstage License Agreement, Section 3 — including its one honest exception: the guarantee is never extended to deliverables built on non-commercial source material). Your assets stay yours: content, brand files, and account access you provide remain your property; we use them only to run your service. On exit, you keep it all: when the engagement ends for any reason, we provide an export of your deliverables and records, and we remove our working copies on the Privacy Policy schedule. We never withhold a client's assets, audience, or accounts over a dispute, a balance, or a breakup. Your accounts were always yours.

8. What we promise — and what we don't

We promise the process in this agreement: the plan, the gate, the schedule, the report, the approval law. Two of those promises are named guarantees. No-meters commitment: we never ration, meter, or top up posts or platforms — on any plan, at any tier, through any add-on. If a future plan document ever appears to meter posts or platforms, this commitment controls and the metering language does not apply to you. Automatic miss guarantee: if a scheduled post ever misses for a reason on our side (a system or service failure), we fix it and apply a service credit automatically — no ticket, no asking, no arguing. The production record is the evidence both sides read. We do not promise reach, followers, leads, calls, or sales. Anyone who promises those numbers is guessing with your money; we sell consistency and craft.

9. Your responsibilities

Provide accurate business information and timely approvals (an unapproved queue simply waits — we will not publish around you); keep your platform accounts in good standing; tell us promptly about changes (hours, offers, incidents) that content should reflect. You are responsible for the truth of claims about your business that you supply or approve.

10. Fees, term, and ending

Fees are the plan and add-on rates in Section 2, billed monthly in advance. Cancellation and refunds run under the Refund and Cancellation Policy, which is part of this agreement. Term: a managed-service plan (Starter, Growth, Partner) begins with an initial term of 3 months, starting when the plan is first paid and activated. After the initial term, the engagement continues month-to-month until either side ends it. A cancellation notice given during the initial term takes effect at the end of the initial term; a notice given later takes effect at the end of the then-current paid month. In both cases, service and access run in full until the effective date. A Backstage license held without a managed-service plan is month-to-month from the start. Either side may end the engagement under the Refund and Cancellation Policy; Sections 4 and 7 survive any ending — your approvals are never reused and your assets are always returned. Liability: to the maximum extent the law allows, our total liability under this agreement is capped at the fees you paid in the 3 months before the claim; neither side is liable for the other's indirect or consequential damages. Nothing limits liability that cannot be limited by law.

11. Governing law

Washington State law governs. Disputes go to the state or federal courts located in Washington, unless both sides agree in writing to mediate first.

12. Acceptance — how this agreement is agreed to

This agreement is presented in the client portal before a Second Shift plan activates, with a link from the signup form and from Billing. Accepting it (the agreement checkbox at signup, or the accept button in the portal) records on your license record: your name, your email, the date and time of acceptance, the agreement version accepted (2026-10-28), and the network address it was accepted from. That record is the acceptance — no paper signature is needed, and a copy of exactly what you accepted is retained with the record. The current text is always published on this page; if the agreement ever changes, the version you accepted stays on your record and a new version is presented before it applies to you. Contact: [email protected] · Support: [email protected].