The Underdog Service Guarantee
The Work You Bought.
Delivered as Written.
The Service Guarantee covers how we deliver: the scope in your signed agreement, a team with defined responsibilities, agreed review points and reporting that explains what was done.
Results have their own page. The ROI Guarantee explains performance goals. This page explains delivery, and your Service Election and Order Form hold the exact terms.
What it covers
Six Delivery Commitments.
One Written Scope.
Every engagement starts with an executed agreement. These are the commitments behind it, and each one points back to the terms you sign.
Scope as written
We deliver the services selected in your Service Election and any incorporated Order Form. Only purchased services are included, and the agreement lists them.
A dedicated team
Specialists in development, search, content, advertising and operations each own a defined part of your work, coordinated from one shared plan.
Timelines as targets
Onboarding has a set window and each package has a target production period. We explain what starts the clock and what can move it.
Communication and reporting
Approvals and feedback run through one designated process. Reporting explains completed work, relevant changes and the next priorities.
Review and acceptance
You review deliverables at agreed points. Revisions bring the work in line with the purchased scope and the direction you approved.
Ownership and handover
On full payment you receive rights to the final client-specific content and deliverables, with a clear handover when the work concludes.
Scope
Your Agreement Sets the Scope.
We Deliver It.
Underdog is responsible for the services you actually purchase. Your Service Election names one primary package, Starter, Growth or Dominator, plus any continuing services or add-ons. Anything not expressly included is outside the scope.
That works both ways. A sales call, an estimate or a mockup does not add work to your project, and it does not take any away. If something matters to you, it belongs in the signed Service Election, Order Form or a written amendment.
Need more pages, a new integration or a campaign we did not scope? We can quote it. Additional work may need a written change order, extra production time and additional payment.
Your Service Election identifies
- Your primary package
- Add-ons and continuing services
- Project price, deposit and installment schedule
- Recurring charge and billing frequency
- Initial service term and any minimum commitment
- Renewal structure and cancellation notice
- Any included post-launch SEO period
- Any purchased revision allowance or response time
Where the Master Agreement doesn’t show a commercial term, your incorporated Order Form or invoice governs it.
Your team
Specialists on Your Account.
Clear Lines of Responsibility.
One account manager can’t be an expert in every marketing discipline. Your work is split across specialists who each own their part, working from one shared plan for your business.
Search & Visibility
Technical SEO, organic search, local visibility, AEO and GEO.
Development & Technology
WordPress, Wix, Shopify, integrations and website performance.
Marketing & Creative
Paid advertising, social media, content and conversion messaging.
Strategy & Operations
Campaign direction, project ownership, accountability and reporting.
Which specialists work on your account depends on the services in your agreement.
What Underdog takes on
- Staffing and specialist assignments
- Production sequencing and internal deadlines
- Research methods, tools and technical implementation
- Quality control before work reaches you
What we need from you
- A designated contact for approvals
- Accurate information, content and brand assets
- Access to your website, domain, analytics and accounts
- Consolidated feedback and payments when due
You keep control of your business decisions and final approvals. If something about the project concerns you, raise it with your account contact or our leadership team and we will address it directly.
Timelines
Clear Timelines.
Honest About What Moves Them.
Every project follows the same order. The dates in your agreement are operational targets, and the agreement explains when each one starts.
01
Onboarding
We send the onboarding request. You complete intake, share access, assets and content, and join the alignment meeting. Onboarding is normally completed within seven business days.
02
Production
Production starts once onboarding is substantially complete. Each package has a target production window in your agreement. It is an operational target, not a guaranteed launch date.
03
Review and approval
We submit work at agreed review points. You send consolidated feedback through the designated process, and approved work moves to the next phase.
04
Launch and handover
We test the agreed functionality, coordinate go-live and complete the handover described in your agreement.
What can move a date
Late credentials, missing content, unavailable decision-makers or delayed approvals extend affected production dates by at least the length of the delay. A project may also need to move into the next available production window.
To make up lost time, we won’t bypass our production process or push another client’s work aside. The schedule is reset based on production capacity.
Continuing services run on quarters
Ongoing campaigns are organized around calendar quarters: January to March, April to June, July to September and October to December. Each quarter covers strategy, implementation, optimization, measurement, reporting and planning for the next one.
Communication
Know What Was Done.
Know What Comes Next.
Good delivery depends on clear communication. We define who is responsible, communicate progress and address problems directly.
One designated process
Approvals, revision requests and project questions go through the communication process set up for your account, so decisions don’t get lost across inboxes.
Reporting that explains the work
Reporting and strategy updates explain completed work, changes in relevant visibility and traffic, measurable inquiries where tracking is available, and the next priorities.
Quarterly reviews for continuing services
Each quarter gives a defined period for implementation, optimization and reporting, and the findings inform the plan for the next phase.
Straight talk
What we will not promise
We don’t publish a standard response time. Package words like priority or advanced describe our approach. They don’t create a response-time commitment.
If your engagement needs one, it has to be purchased and written into your Order Form. The same goes for any revision allowance.
Your reporting cadence depends on your package and services, and the proposal confirms it before work begins.
Review and handover
Clear Approval Points.
A Clean Handover.
You see the work before it moves forward, and you know what you receive when it is done.
Review and revisions
How deliverables get approved
- Work is submitted through the designated project, email, meeting, staging or portal process.
- You review it and send consolidated, specific feedback within the review period in your project process.
- Revisions follow the allowance in your Service Election or Order Form. Where none is stated, we make the revisions needed to bring the deliverable in line with the purchased scope and approved direction.
- Unlimited revisions are never implied. Reopening approved work after production has moved on may count as additional scope.
- After launch or final delivery, tell us promptly if delivered work doesn't match the purchased scope. Where we are responsible, we investigate and correct a verified issue.
Ownership and access
What you receive at the end
- On full payment, you receive rights to the final client-specific content and deliverables created for you, where those rights are transferable.
- Underdog keeps its own pre-existing tools, templates, frameworks and processes. Third-party assets stay under their own licenses.
- When a service ends, we deliver completed client-owned materials, revoke Agency personnel access and remove Agency-owned tools and tracking where appropriate.
- Keep your own copies of final deliverables, credentials and exports. Working files and staging environments may be archived or deleted after the retention period in the agreement.
Included and not included
What the Guarantee Covers.
And What It Does Not.
Hosting and website management are separate services, and purchasing one does not purchase the other. Here is how the lines fall.
Area
- Covered by your agreement
- Separate or not included
Scope
- Covered
The services selected in your Service Election and Order Form
- Not included
Services that were not selected or purchased
Hosting
- Covered
Hosting for the purchased term, when Hosting is selected
- Not included
Unlimited edits, new pages, SEO or redesigns under a hosting plan
Website management
- Covered
Ongoing management, when purchased separately or expressly included
- Not included
Open-ended maintenance after the purchased scope concludes
Additional work
- Covered
New requests quoted through a written change order
- Not included
Extra pages, integrations or campaigns added without approval and payment
Revisions
- Covered
The allowance in your agreement, or what is needed to match the approved scope
- Not included
Unlimited revisions
Results
- Covered
Delivery of the purchased services toward documented goals
- Not included
Guaranteed rankings, traffic, leads or revenue
Service Guarantee
How we deliver
Scope, team, timelines, communication, review and handover, as set out in your signed agreement.
ROI Guarantee
Performance goals
If we miss the qualifying goals documented for your campaign, we match the applicable services with an equivalent service period at no additional cost, provided all client responsibilities, access requirements, approvals and timelines have been met.
Service Guarantee FAQs
Questions About
How We Deliver.
Plain answers about scope, revisions, hosting, onboarding and where the exact terms live.
Still have questions?
Talk to the team directly. Call (919) 823-7924 or send us a message.
What is the Underdog Service Guarantee?
It is our commitment on delivery. We perform the services in your executed Service Election and Order Form, with a defined team, agreed review points, reporting and a clear handover. The exact terms are in your signed agreement.
How is it different from the ROI Guarantee?
The Service Guarantee covers how the work is delivered. The ROI Guarantee covers performance: if we miss the qualifying goals documented for your campaign, we match the applicable services with an equivalent service period at no additional cost, provided all client responsibilities, access requirements, approvals and timelines have been met.
Does the Service Guarantee promise rankings, traffic or revenue?
No. Search engines and platforms operate independently of Underdog, and rankings, traffic, leads and revenue are not guaranteed unless a separate written guarantee says otherwise. Goals and forecasts are strategic objectives, not guarantees.
How many revisions do I get?
Revisions follow the allowance stated in your Service Election or Order Form. If no number is stated, we make the revisions needed to bring a deliverable in line with the purchased scope and approved direction. Unlimited revisions are never implied.
Is hosting the same as website management?
No. Hosting covers the hosting environment for the purchased term when Hosting is selected. It does not include unlimited edits, new pages, SEO or redesigns. Website management is a separate service and has to be purchased unless your agreement expressly includes it.
What if I need work that is not in my package?
Ask us. Additional pages, integrations, campaigns or other work outside the purchased scope may need a written change order, more production time and additional payment. Nothing is added to your scope without that approval.
What happens if onboarding takes longer than expected?
Onboarding is normally completed within seven business days of the onboarding request. If it is not substantially complete, the account may be placed on hold and the project rescheduled into the next available production window. The production period starts once onboarding is substantially complete.
Where do I find the exact terms?
In your signed agreement, together with your Service Election and any incorporated Order Form, invoice or written amendment. Have a question before you sign? Book a free strategy session or contact us.
Start with a conversation
See the Scope Before
You Sign Anything.
Book a free strategy session. We’ll talk through your goals, recommend a starting point and explain what an agreement would include for your business.
There is no charge for the session and no obligation to purchase a service.
Prefer to call? (919) 823-7924