We guarantee to meet deadlines for transcript delivery and guarantee to achieve 99% accuracy on clear recordings. At any time up to 14 days after we return your project, if you feel we did not meet the agreed deadline or accuracy, we will not only provide you with a full refund for the transcripts – but also provide a credit for the equivalent time and service. This is our 14-day 200% guarantee.
Why 200%?
We believe that we have the systems in place that ensure both deadlines and quality standards are met. Even if files are accidentally deleted or corrupted – the electricity blacks out, typists become ill, the office burns down or one of the thousand other things that can happen, we are confident we have measures in place to ensure that we will deliver accurately on time, every time.
Why 14 days?
We seek to empower our clients as much as possible and seek to develop open and trusting relationships. In view of this, we provide a 14-day window after returning transcripts for clients to review accuracy before making payment. For obvious reasons, clients using generic email addresses (e.g. Gmail, Yahoo, etc.) will need to pay before completion but will still be covered by the 200% guarantee.
Data Protection
We continuously back up project data, encrypt it and securely store the data as multiple copies via secure Internet connections in 2 different Canadian server locations. This process ensures that even if one “site” is down, damaged, or compromised, other sites can step in and provide up to date copies. Once projects are completed – recordings are deleted from our system on a rolling basis.
The Hero Team
We have on-site and off-site staff – a network of Heroes who can be called in and deployed on a project at a moment’s notice. Our project management technology allows Hero HQ to be in constant communication with Heroes. Literally within moments we can scramble a group of Heroes to be up and working on your project. This technology to quickly assign and deploy our people allows us to quickly bring under control any timeline or quality issues that arise. Be it Heroes getting sick, a family crisis, or technological failures, there is always a backup support group ready to ensure accurate on-time delivery of your project.
Feedback? Any issues? These forms go to me, Andrew – direct.
I will respond personally.