Scale Package Agreement

Please review and sign the Master Service Agreement below

Master Service Agreement

Version 1.0 | Effective Date: November 21, 2025

Parties

This Master Service Agreement ("Agreement") is entered into by and between: Zen Operations LLC, doing business as Telnora Web Studio, 675 Alpha Dr, Highland Heights, OH 44143 Phone: (440) 890-2323 Email: support@telnorawebstudio.com ("Telnora Web Studio," "we," "our," or "us") and Client ("Client," "you," or "your"). This Agreement governs all services provided by Telnora Web Studio and is supplemented by one or more Scope of Work documents ("SOWs") attached as Appendix A, Appendix B, Appendix C, or future appendices as applicable. Each SOW is incorporated by reference and forms an essential part of this Agreement.

1. Service Start & Term

Services begin only after BOTH of the following occur: 1. Client signs this Agreement, and 2. Client submits payment or deposit as required by the applicable SOW. This Agreement remains in force until all obligations under the active SOW(s) are complete unless terminated earlier under Section 15.

2. Services Provided

Telnora Web Studio provides website design, development, automation, AI workflows, SEO, consulting, hosting through partners, ongoing support, and other services as detailed in the applicable SOW. Each SOW defines: • Deliverables • Responsibilities • Pricing • Timelines • Add-ons (if applicable) Only the deliverables listed in the signed SOW are guaranteed.

3. Client Responsibilities

Client agrees to: • Provide accurate and timely materials, content, information, and access credentials • Ensure provided assets are owned or properly licensed • Respond promptly to communication, approvals, and revision requests • Maintain active payment methods for subscriptions or care plans • Refrain from sharing login access to client portal tools • Ensure hosting, domain, and email accounts (if client-owned) remain active Delays caused by Client pause all timelines and may require a Change Order.

4. Payment Terms

• All payments are processed securely through Stripe or through Affirm (for eligible financing). • Subscription payments (e.g., Care Plans) renew automatically until cancelled. • Work begins only after required payments are processed. • Failed or late payments may pause service delivery. Payment Plans: For Clients using payment plans: • Website ownership transfers only after all payments are completed. • We reserve the right to temporarily suspend the website if payment is more than 14 days past due. • Suspension includes disabling access, removing hosting, or setting the site offline.

5. Refunds

• Refunds are available only before work begins. • Partial refunds may be issued based on the amount of work already completed. • Subscription fees already paid are non-refundable. • Payments for completed work are non-refundable.

6. Website Hosting & Handover

A. If Client pays in full upfront: Telnora Web Studio will hand over files, credentials, and documentation for Client to self-host if desired. B. If Client is on a payment plan: Telnora Web Studio retains ownership and hosting control until the payment plan is fully paid. C. If Client does NOT enroll in a Care Plan after launch: • We hand off access and materials at the end of the 30-day support period. • Client is responsible for hosting, updates, and maintenance. • Telnora is not responsible for issues arising after handoff.

7. Intellectual Property

Upon full payment: • Client owns final website design, copy, and delivered assets. Telnora Web Studio retains full rights to: • Internal code frameworks • Automation templates • AI prompt flows • Backend scripts • Reusable components • Development tools and processes Unless Client specifically purchases exclusivity (priced separately), Telnora may reuse non-client-specific components in future projects.

8. Confidentiality (Mutual NDA)

Both parties agree to protect all confidential information shared during the engagement, including: • Business data • Credentials • Proprietary workflows • Client lists • Internal methodologies Neither party may disclose confidential information to third parties unless required by law or with written permission.

9. Revisions & Change Orders

SOWs include a defined number of revisions. Additional revisions, new features, or changes to scope require a written Change Order with additional cost.

10. Warranties & Disclaimers

Telnora Web Studio provides services "as-is" and does not guarantee: • Sales, revenue, or conversion outcomes • SEO rankings • Hosting uptime (unless through Telnora Care Plan) • Third-party service performance (Stripe, Railway, Vercel, Calendly, etc.) • Results from automations or AI tools • Outcomes tied to client editing or altering delivered systems Telnora is not responsible for issues caused by: • Client edits • Third-party outages • Hosting failures outside our Care Plan • External integrations, APIs, or service disruptions

11. Limitation of Liability

To the maximum extent permitted by law: • Telnora Web Studio's total liability is limited to the amount Client paid for the SOW under dispute. • Telnora is not liable for indirect, incidental, special, or consequential damages, including loss of revenue or data.

12. Support & Care Plan

• Client receives 30 days of support after launch (excluding hosting unless enrolled in Care Plan). • After 30 days, all support requires a paid Care Plan or new SOW.

13. Portfolio & Publicity Rights

Client grants Telnora Web Studio the right to: • Display Client's website publicly • Reference Client's brand in marketing • Show screenshots and case studies • Use testimonials voluntarily provided Client may revoke publicity rights with 30 days' written notice.

14. Suspension

Telnora may suspend services if: • Client fails to pay within 14 days • Client violates this Agreement • Client engages in abusive or unsafe communication • Client conducts illegal activities • Client compromises platform security Suspension does not terminate payment obligations.

15. Termination

Either party may terminate: • With 7 days' written notice, or • Immediately if the other party violates the Agreement. Upon termination, Client must pay for all completed work.

16. Dispute Resolution

Step 1 — Mediation: Parties agree to attempt resolution through mediation in Ohio. Step 2 — Binding Arbitration: If mediation fails, the dispute will be resolved through binding arbitration under the rules of the American Arbitration Association. Venue: Cuyahoga County, Ohio.

17. Governing Law

This Agreement is governed by the laws of the State of Ohio, without regard to conflict-of-law principles.

18. Entire Agreement

This Agreement, including all SOW Appendices, constitutes the entire agreement between the parties and supersedes all prior discussions or agreements.

19. Execution

This Agreement may be executed electronically. Typed signatures, digital signatures, and drawn signatures are equally valid under ESIGN and UETA.

Statement of Work Appendix - Scale Package

Self-Learning Ecosystem Package

1. Project Overview

The Scale package provides an advanced, fully integrated digital ecosystem designed for businesses requiring robust automation, multi-platform integrations, analytics intelligence, and continuous optimization. Scale includes everything in Launch and Grow, plus enterprise-level automation, data synchronization, onboarding flows, and analytics.

2. Deliverables

A. Everything in Launch & Grow The Scale package includes all deliverables listed in Appendices A and B, including: • 4–10 page website • Lead magnet • Nurture sequence • AI chat • Multi-step automations • Conditional forms • Custom dashboard • Enhanced Care Plan support B. Automated Customer Onboarding • Automated welcome sequence for new clients • Automated intake form delivery and collection • Automated calendar scheduling • Automated delivery of login credentials or access links • Team notifications and task triggers C. Automated Invoices & Quotes • Integration with Client's billing system (Stripe, QuickBooks, FreshBooks, etc.) • Automated quote creation based on user selections or form responses • Automatic invoice generation • Automated payment reminders and receipts • Optional PDF quote/invoice exports D. Custom Analytics Dashboard • Custom-built dashboard in Client's preferred platform (Notion, Supabase, Looker Studio, etc.) • Metric categories include: - Traffic & behavior - Conversion rates - Lead attribution - Automation performance - Funnel metrics - Revenue attribution • Dashboard connected to selected integrations E. Fully Custom Integrations Integration setup between website and external platforms such as: • Stripe, PayPal, Square • QuickBooks, Xero • Calendly, Acuity • HubSpot, Salesforce, Pipedrive • Slack, Teams, Notion • Cloud storage or API services • Zapier, Make, n8n platform workflows Includes: • API key configuration • Authentication setup • Trigger and action workflow design • Error handling and basic monitoring F. Advanced Analytics & KPI Reporting • Monthly KPI reporting including: - Traffic and conversion trends - Lead quality insights - Funnel performance - ROI-related data - Attribution breakdowns • Recommendations for optimization • Optional cohort analysis G. Quarterly Strategy Sessions • Quarterly review with Client • Deep-dive into analytics, funnels, automations, SEO, and performance • Strategic recommendations for next quarter • Review of Care Plan improvements • Opportunity planning and workflow enhancements H. Newsletter Setup & Integration • Newsletter system setup in chosen email platform • Segmentation logic • Automated welcome sequence • Campaign scheduling and automation triggers • Integration with website forms and lead capture systems I. Ongoing Support Through Scale Care Plan • Advanced optimization and support • System audits and automation checks • Priority support queue • Enhanced monitoring and maintenance • Continuous improvement recommendations

3. What Is Not Included

Unless purchased separately: • Content writing beyond defined scope • Full rebrand or visual identity overhaul • CRM setup beyond defined integrations • Long-form content or blog article writing • Paid ad management or marketing campaigns • Video editing or photography • Large-scale custom software development • Additional dashboards or KPI modules

4. Client Responsibilities

Client agrees to provide: • Billing platform access (if invoice automation is included) • Dashboard platform accounts • API keys or platform credentials • Newsletter content or raw materials • Timely approvals, responses, and content Delays in providing necessary materials pause timeline.

5. Timeline

Typical timeline for the Scale package: • 6–12+ weeks, depending on: - Integration complexity - Automation depth - Number of systems involved - Client responsiveness Timeline is not guaranteed and depends heavily on Client participation.

6. Revisions

Scale package includes: • Two (2) rounds of website revisions • One (1) round of revisions per major automation flow • One (1) round of revisions to dashboard structure • Additional revisions require a Change Order

7. Pricing

Pricing for the Scale package follows pricing at: https://telnorawebstudio.com/pricing Pricing at the time of Client's initial payment applies.

8. Acceptance

By signing the Master Service Agreement and submitting payment, Client acknowledges and accepts this Scope of Work for the Scale package.

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