Frequently Asked Questions
Setup
- When will setup be complete?
- The setup process begins on the day after payment receipt. The server will be ready for use 7 business days thereafter.
- Does the setup process include importing product data?
- No, the deliverable of the setup process is an empty database. It is your responsibility to import product data and other assets into the database thereafter.
- Can I request data assistance after setup is complete?
- Yes. Beyond technical support, our team does provide data management assistance and training at an hourly rate of $249.
- Are custom setup plans available?
- No, the setup process is identical for all arrangements.
- Is technical support included?
- Up to one hour of technical support is included with any monthly subscription plan for the first year of the plan. A guide is also available for self-learners.
Subscription
- Is there a setup fee?
- Yes, every TitleLeaf instance requires a one-time setup fee. The setup fee is the same regardless of your add-ons.
- What's included?
- All standard subscription plans include: Unlimited product data, ingestion module, basic export functionality, and more.
- What does file storage signify?
- File storage signifies the disk space needed to store the product images, digital products, and other files associated with your books on the TitleLeaf server.
- Can you estimate my file storage needs?
- Refer to the File Storage Estimate page.
- Are there any hidden costs?
- Everything needed to run your TitleLeaf instance (such as domain registration and an SSL certificate) is provided under the TitleLeaf subscription plan. NB: If you have the e-commerce module add-on, your merchant bank will impose a fee for credit card processing.
- How long are your contracts?
- All subscription plans are month-to-month.
- Can I cancel my account at any time?
- Yes. If you decide that TitleLeaf isn't the appropriate platform for your business, simply cancel your account by contacting support.
- Can I change my plan in the future?
- Yes. You can upgrade or downgrade your plan at any time.
- Do I need a web host?
- No. All subscription plans include secure hosting for your TitleLeaf instance.
- Need a larger plan?
- If your file storage needs exceed the 300 GB plan, please contact the TitleLeaf support team to devise a bespoke plan.
Design
- When will the site launch?
- The site will launch at the end of the setup process. The length of the setup process is dictated by the selected setup plan. The setup process begins on signing of the setup agreement.
- What does Design Mockup encompass?
- Design mockup (aka, realization) equates to the creation of the design template in an Adobe-PhotoShop-compatible format and the transformation of that design into representative HTML/CSS/JS files. Depending on the complexity, the design encompasses approximately 5 layouts.
- What does Design Implementation encompass?
- Design implementation is the process of applying the HTML/CSS/JS design template files (created in the Design Realization/Mockup phase) to each page within the TitleLeaf public-facing site.
- In what format do I provide the design?
- For either the Self-Starter or Collaborative package, you'll provide the design of a minimum of four pages: 1) Home page, 2) List page, 3) Set page, 4) Title page. Design files must be communicated in layered PhotoShop files and HTML/CSS/JS files.
- What's the Custom Theme design process?
- Based on materials and directions that you provide, we will first deliver an initial design in JPG format. At least one design iteration/revision is offered if the initial design is not accepted. The number of revisions is dictated by your selected setup plan. Upon you accepting the design, we will then convert to HTML/CSS/JS and implement in the TitleLeaf application.
- Are custom setup plans available?
- Yes, custom setup plans are available upon request to accommodate any range of collaboration.
- Is technical support included?
- Up to one hour of technical support is included with any monthly subscription plan for the first year of the plan. A guide is also available for self-learners.
- Can I request design changes after launch?
- Yes. Adjustments can be made to the design after launch by scheduling the work with the development team. Our current hourly rate for "front-end" design work is $249.
- Can I request data assistance in the future?
- Yes. Beyond technical support, our team does provide data management assistance and training at an hourly rate of $249.
- What's the data setup process?
- You deliver the data in any format available. We will enter this data into the templates and import into TitleLeaf. From there, both of us can test/verify the data before launching the live site.
- After setup, do you maintain the data?
- No, it is your responsibility to maintain the data after the initial setup. TitleLeaf has a thorough administrative interface that allows you to adjust the content on an ongoing basis.
Service
- Is the TitleLeaf Client Support team on call?
- No, TitleLeaf support is not on call. They can be contacted asynchronously via the support site. Service response times are calculated using a 9 AM to 5 PM workday and a 4-day workweek (Monday-Thursday) in the Pacific time zone. Support/training meetings can be scheduled.
- How do I contact the TitleLeaf support team?
- To contact the support team, submit a ticket via the TitleLeaf Client Support Site. TitleLeaf does not provide support via email, phone, or any other method.
- What is the payment schedule for service plans?
- An invoice will be emailed on the first of each month representing service for said month. Similar to subscriptions, the invoice is to be paid on receipt via credit card.
- Are meetings free-of-charge?
- No, meetings are treated as a service and, therefore, reduce available service hours for the given month.
- What is the Term of the service plan?
- The Term of a service plan can vary from 1 month to 1 year. Each individual service agreement will define the commencement date and the length of the Term.
- Is there a discount for agreeing to a longer Term?
- Yes, by agreeing to a 1-year Term, you receive 20% off TitleLeaf's current hourly rate of $249.
- Can the hours rollover?
- No, if the maximum hour allotment is not achieved in a given month, the remaining hours do not rollover to the next month. For this reason, we recommend maintaining a backlog of tickets for the TitleLeaf support team to address as needed.
- Are overages allowed?
- No, if the maximum hour allotment is achieved in a given month, further work will be performed in the subsequent month.
- Will you setup our product data? If so, how much will it cost?
- Yes, the TitleLeaf team can perform the initial data setup. The cost depends on the state of the data you provide.