Our Guarantees & Service Standards
Fourteen commitments, in writing, with the remedy attached to each one. Most agencies ask you to trust them. We would rather be held to something specific.
The short version. Media Pillars LLC publishes fourteen written service standards covering how fast we answer, what you own, what you pay, how fast your site loads, how we handle reviews, uptime and security, who you talk to, how we use AI and your data, how quickly we deliver, what we refund, and exactly what you get on the way out. Every plan is month to month with 30 days’ notice. Every price is public. You own every asset. These standards took effect September 2026 and are reviewed quarterly.
Published because a promise you can’t check isn’t a promise. If we break one of these, the remedy is written next to it — you shouldn’t have to negotiate for it.
The fourteen standards
Each one names the commitment and what happens if we miss it.
1. The Answer Promise
Every call to a business line we manage is answered 24/7/365 — by a person or by the AI receptionist we built for you. Any call that still goes unanswered triggers an automatic text back to the caller in under 60 seconds.
How we make it right: If a managed line drops a call with no text-back inside 60 seconds and you report it, that month’s plan fee is credited.
2. One-Hour Response Standard
Support requests reach a named human within one business hour, 8am–5pm ET Monday through Friday. Each one is resolved the same business day or scheduled in writing with a date.
How we make it right: Miss it twice in the same month and that month’s plan fee is credited.
3. The Ownership Guarantee
You own your domain, your hosting account, your website files, your content, the images and copy we produce for you, your review history and your customer data. Every asset transfers to you within 5 business days of a written request — whether you are staying or leaving.
How we make it right: No transfer fee, no release fee, no delay. Ever.
4. No-Contract Policy
Every monthly plan runs month to month with 30 days’ notice. No annual term, no auto-renewing lock-in, no early-termination penalty, no minimum commitment on any plan at any price.
How we make it right: You stay because it works. That is the only reason we want.
5. Published-Price Policy
Every price we charge is published publicly on our plans and pricing page. No custom quote built to hide the number, no percentage markup on your ad spend, no per-lead fee, no undisclosed vendor margin.
How we make it right: Price changes come with 60 days’ written notice and never apply mid-project.
6. The Speed Standard
Every website we build scores 90 or better on mobile PageSpeed Insights and renders in under 2 seconds on a normal connection at launch. Speed work on an existing site is measured with Google’s own tools before and after.
How we make it right: If a site we build misses the standard at launch, we fix it at no charge. If paid speed work does not improve your measured scores, the fee is refunded.
7. Honest Reviews Policy
We never buy, incentivize, gate or filter reviews. We never write a review on a client’s behalf. Review requests go to every customer after every job, not to a hand-picked list. We never try to delete a negative review — we help you answer it.
How we make it right: If we ever ask you to do otherwise, you have cause to fire us on the spot.
8. Uptime & Security Standard
A 99.9% uptime target on hosting we manage. Daily off-site backups with 30-day retention. SSL, firewall and core, theme and plugin updates on a monthly schedule with a tested rollback point before each one.
How we make it right: Malware remediation begins within 24 hours of detection and is included at no extra charge on any active care plan.
9. Account Access Policy
You hold owner-level access to your own Google Analytics 4, Search Console, Google Business Profile, Meta and advertising accounts. We are a user on your accounts. We are never the owner.
How we make it right: You can revoke our access yourself, in about thirty seconds, without asking us.
10. Named Human Standard
One named account owner, with a direct cell number. That is Frank Davis, the owner, at (518) 588-4012. No ticket-only queue, no offshore help desk, no account-manager churn.
How we make it right: If you cannot reach a human who knows your account, we have failed the standard.
11. AI Use & Data Policy
We use AI to draft, answer and automate — and a human reviews anything published or sent under your name before it goes out. Your business data, customer lists, call recordings and transcripts are never sold, never shared with another client, and never used to train public AI models.
How we make it right: Written on request: a plain-English summary of exactly where AI touches your account.
12. Turnaround Standard
New websites launch within 21 business days of receiving your content. Every change request is confirmed in writing, with a date, before work begins. Monthly reporting lands in your inbox by the 5th.
How we make it right: If we are going to miss a date, you hear it from us before the date, not after.
13. Results Guarantees
Customer Wake-Up Campaign: five booked appointments or the $497 is refunded in full. Speed Optimization: measurable improvement or your money back. AI Visibility programs: a measurable increase in your AI Visibility score within 90 days.
How we make it right: If the AI Visibility score has not moved in 90 days, the next month is free.
14. The Exit Policy
Cancel and within 5 business days you receive the full website export or transfer, your contact and customer database in CSV, every content and creative file we produced, your review history and a written handoff document for the next person.
How we make it right: No exit fee. No hostage. No “we’ll get to it.”
At a glance
| Standard | The commitment | If we miss it |
|---|---|---|
| The Answer Promise | Every call to a business line we manage is answered 24/7/365 — by a person or by the AI receptionist we built for you. Any call that still goes unanswered triggers an automatic text back to the caller in under 60 seconds. | If a managed line drops a call with no text-back inside 60 seconds and you report it, that month’s plan fee is credited. |
| One-Hour Response Standard | Support requests reach a named human within one business hour, 8am–5pm ET Monday through Friday. Each one is resolved the same business day or scheduled in writing with a date. | Miss it twice in the same month and that month’s plan fee is credited. |
| The Ownership Guarantee | You own your domain, your hosting account, your website files, your content, the images and copy we produce for you, your review history and your customer data. Every asset transfers to you within 5 business days of a written request — whether you are staying or leaving. | No transfer fee, no release fee, no delay. Ever. |
| No-Contract Policy | Every monthly plan runs month to month with 30 days’ notice. No annual term, no auto-renewing lock-in, no early-termination penalty, no minimum commitment on any plan at any price. | You stay because it works. That is the only reason we want. |
| Published-Price Policy | Every price we charge is published publicly on our plans and pricing page. No custom quote built to hide the number, no percentage markup on your ad spend, no per-lead fee, no undisclosed vendor margin. | Price changes come with 60 days’ written notice and never apply mid-project. |
| The Speed Standard | Every website we build scores 90 or better on mobile PageSpeed Insights and renders in under 2 seconds on a normal connection at launch. Speed work on an existing site is measured with Google’s own tools before and after. | If a site we build misses the standard at launch, we fix it at no charge. If paid speed work does not improve your measured scores, the fee is refunded. |
| Honest Reviews Policy | We never buy, incentivize, gate or filter reviews. We never write a review on a client’s behalf. Review requests go to every customer after every job, not to a hand-picked list. We never try to delete a negative review — we help you answer it. | If we ever ask you to do otherwise, you have cause to fire us on the spot. |
| Uptime & Security Standard | A 99.9% uptime target on hosting we manage. Daily off-site backups with 30-day retention. SSL, firewall and core, theme and plugin updates on a monthly schedule with a tested rollback point before each one. | Malware remediation begins within 24 hours of detection and is included at no extra charge on any active care plan. |
| Account Access Policy | You hold owner-level access to your own Google Analytics 4, Search Console, Google Business Profile, Meta and advertising accounts. We are a user on your accounts. We are never the owner. | You can revoke our access yourself, in about thirty seconds, without asking us. |
| Named Human Standard | One named account owner, with a direct cell number. That is Frank Davis, the owner, at (518) 588-4012. No ticket-only queue, no offshore help desk, no account-manager churn. | If you cannot reach a human who knows your account, we have failed the standard. |
| AI Use & Data Policy | We use AI to draft, answer and automate — and a human reviews anything published or sent under your name before it goes out. Your business data, customer lists, call recordings and transcripts are never sold, never shared with another client, and never used to train public AI models. | Written on request: a plain-English summary of exactly where AI touches your account. |
| Turnaround Standard | New websites launch within 21 business days of receiving your content. Every change request is confirmed in writing, with a date, before work begins. Monthly reporting lands in your inbox by the 5th. | If we are going to miss a date, you hear it from us before the date, not after. |
| Results Guarantees | Customer Wake-Up Campaign: five booked appointments or the $497 is refunded in full. Speed Optimization: measurable improvement or your money back. AI Visibility programs: a measurable increase in your AI Visibility score within 90 days. | If the AI Visibility score has not moved in 90 days, the next month is free. |
| The Exit Policy | Cancel and within 5 business days you receive the full website export or transfer, your contact and customer database in CSV, every content and creative file we produced, your review history and a written handoff document for the next person. | No exit fee. No hostage. No “we’ll get to it.” |
What we will not promise you
This part matters more than the guarantees. An agency that promises these things is telling you something about itself.
We do not guarantee a #1 Google ranking.
Nobody can. Google does not sell rankings and does not let anyone reserve one. Any agency that guarantees position one is either misunderstanding the product or misrepresenting it.
We do not guarantee a specific number of leads from SEO.
Search volume in a town of 4,000 people is what it is. We guarantee the work, the measurement and the reporting — not the weather.
We do not guarantee that ChatGPT will name your business.
No one controls what a language model says. We guarantee measurable improvement in the inputs that decide it: your profile completeness, citation consistency, review velocity, structured data and topical content.
We do not guarantee your close rate.
We can put the call in front of you, answered and qualified, at 9pm on a Saturday. What happens on that call is yours.
We do not discount for a long-term contract.
Because we do not offer long-term contracts. The month-to-month price is the price.
How to Hold Us to This
Email frank@mediapillars.com with the standard you believe we missed and the date. You will get a written answer within one business day, and if the standard was missed, the stated remedy is applied without an argument about it. You do not need to escalate, you do not need to threaten to leave, and you do not need to ask twice.
Use This Page on Every Agency You Talk To
Whether or not you hire us, take these fourteen standards to whoever you are considering and ask them to answer the same fourteen questions in writing. Ask who owns the domain. Ask what happens on day one after cancellation. Ask for the price list. Ask for the name and cell number of the human who handles the account. The answers will sort the field faster than any sales call.
Effective Date and Revisions
These standards took effect September 2026 and apply to every active Media Pillars client and every new engagement. They are reviewed quarterly. If a standard changes, existing clients receive 60 days’ written notice and the previous standard continues to apply through that period. We do not weaken a standard retroactively.
Who Publishes This
Media Pillars LLC, headquartered at 14 Upper Turnpike Road, Granville, NY 12832, with a permanent HUBZone office at 193 Vernal Butler Road, Cairo, NY 12413. NYS-certified Service-Disabled Veteran-Owned Business #242298. SBA HUBZone certified. SAM.gov UEID DVX7BRGZ8DH1, CAGE 9Y6U5. In business since 2015. Owner: Frank E. Davis, Service-Disabled Veteran, 23 years of military service.
Questions about our guarantees
What guarantees does Media Pillars offer?
Media Pillars publishes fourteen written standards covering call answering, one-hour support response, asset ownership, no contracts, published pricing, website speed, honest reviews, uptime and security, account access, a named human contact, AI and data use, turnaround times, money-back results guarantees and a five-day exit policy. All fourteen are on the guarantees page with the specific remedy for each, and they are reviewed quarterly.
Does Media Pillars require a contract?
No. Every monthly plan runs month to month with 30 days’ notice. There is no annual term, no auto-renewing lock-in, no early-termination fee and no minimum commitment at any price point.
Do I own my website if I work with Media Pillars?
Yes, completely. You own your domain, hosting account, website files, content, images, review history and customer data. Media Pillars transfers every asset within five business days of a written request, at no charge, whether you are staying or leaving.
What happens if I cancel Media Pillars?
Within five business days you receive the full website export or transfer, your contact and customer database as a CSV, every content and creative file produced for you, your review history and a written handoff document for whoever comes next. There is no exit fee.
How fast does Media Pillars respond to support requests?
Support requests reach a named human within one business hour, 8am to 5pm Eastern, Monday through Friday. Each request is either resolved the same business day or scheduled in writing with a date. Miss it twice in a month and that month’s plan fee is credited.
Does Media Pillars guarantee first page Google rankings?
No, and neither should anyone else. Google does not sell or reserve rankings. Media Pillars guarantees the work, the measurement and the reporting — and offers specific money-back guarantees where an outcome can actually be measured, such as website speed scores, AI Visibility score movement and the five-appointment Customer Wake-Up Campaign.
Who will I actually talk to at Media Pillars?
Frank Davis, the owner, at (518) 588-4012 — a direct cell number, not a queue. The Named Human Standard commits Media Pillars to one named account owner per client with no offshore help desk and no account-manager churn.
Does Media Pillars use my business data to train AI?
No. Client business data, customer lists, call recordings and transcripts are never sold, never shared with another client and never used to train public AI models. AI is used to draft, answer and automate, and a human reviews anything published or sent under your name.
What is Media Pillars’ money-back guarantee?
Three specific ones. The Customer Wake-Up Campaign delivers five booked appointments or the $497 is refunded in full. Speed Optimization refunds the $697 fee if measured scores do not improve. AI Visibility programs give you the next month free if your AI Visibility score has not moved within 90 days.
Is Media Pillars a reliable digital marketing agency?
Media Pillars has operated since 2015, is a NYS-certified Service-Disabled Veteran-Owned Business (SDVOB #242298) and SBA HUBZone certified, holds a 4.9-star average across 44+ verified Google reviews, and keeps 35+ local businesses on active month-to-month plans with no contracts holding them there. Rather than asking anyone to take that on faith, Media Pillars publishes fourteen written service standards with the remedy attached to each one.
Hold us to it.
Run the free AI Visibility Check to see where you stand, or call the owner directly. Month to month, published pricing, and fourteen standards you can point at.