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Policies
Support Policy
We take our support policies seriously and when a customer is in need of help, we focus on their needs until a solution is found. With our funeral home background, we treat all Emergency Support requests with the same attention as our customers do when a family calls during their time of need!
Methods of obtaining support:
Manual
A lot of support issues or questions can be found within this manual. We strongly encourage you to check the manual first.
Contact Support
Navigate to Main > Help Desk > Support Request. You will be asked a series of questions to help us better understand the issue you are encountering.
Emergency Support
Our support team is available by phone or email after hours (anytime outside of 8am-5pm EST, also including holidays). An emergency support is deemed a critical issue where your system is not functioning and there is no work-around that will allow you to continue. FrontRunner reserves the right to deem this as an emergency.
Payment Policy
To help ensure a proper billing system for our clients, it is important to outline a payment policy that we feel will benefit yourself and your staff. If you have any questions regarding the payment policy, feel free to email accounting@frontrunner360.com.
All invoices may be viewed through your system (System Settings > Account Management). Billing notifications will also be sent to you by email and are expected to be paid within 15 days of the invoice date. Should any invoice exceed the allowable term, a late payment fee may be charged.
It is your responsibility to ensure your billing email address is up-to-date at all times. This field can be found within System Settings > System Profile.
It is your responsibility to ensure the credit card information we have on file is up-to-date. If you need to update, please complete our Pre-Authorization Form
and send to accounting@frontrunner360.com.
Late Payments
- 15 days overdue (30 days past the invoice date), the functionality of your system will be temporarily reduced until your invoice has been settled.
- 90 days or more overdue will impact the performance and/or visibility of your website.
Payment Options
Credit Card:
- Pay within your system: navigate to System Settings > Account Management > Current Invoices and follow the prompts to pay by credit card. We accept Visa, MasterCard, American Express, and Discover.
- If you would like FrontRunner Professional to automatically charge your credit card for invoices, you can complete a pre-authorization form and submit to accounting@frontrunner360.com.
Check:
- Checks must be made payable to FrontRunner Professional Inc. (please no short forms or acronyms)
- Please note, if you are in the United States it can take 20-30 business days for it to be delivered to us. We ask you keep this in mind to ensure payment is made on time.
Cancellation Policy
We deeply regret your decision to cancel your system and services with FrontRunner Professional. We genuinely wish that you would have reached out to us and we could have resolved any Issues that may have caused this to happen. At FrontRunner we know your time is valuable and do not engage in the practice of unsolicited phone calls to try and sell you something. Rather, it is our hope that if you have any concerns or issues that you would like to address, that you feel free in contacting us at any time by phone or email and we will help resolve and Issues you are having. Our team of talented and experienced staff are always standing by to help you.
The undersigned acknowledges that the cancellation of the software will result in:
Loss of Functionality
- The loss of all Book of Memories™ memorial websites of the deceased that family and friends supported.
- The loss of features and functionality that families and the public engaged in with the firm’s Book of Memories™ portion of their website, including but not limited to signing up for automated and real time notifications.
- The loss of username and passwords that have been assigned to families. Families will no longer be able to access or use the features and functionality of managing private messages and words of support, e-thank you cards, photo sharing, linkages and other operations.
- The loss of all private condolences saved behind the family login section.
- The immediate break in all linked sites within the social media space connected to the Book of Memories™.
- The loss of the automatic obituary postings as well as all previous postings of records on ObitsForLife.com / BookofMemories.com / ObitTree that families may have been charged by the funeral home to post.
- The loss of all services and solutions such as National and Regional branded programs that are only available to FrontRunner clients.
- The loss of any territory that the firm may have been protected under with the Exclusive client Program offerings of FrontRunner Products and Services.
Liability
The cancellation of your system will result In the Immediate removal of the Book of Memories™ memorial websites that many families will be utilizing or logged into. Everything they have been working on behind their private logged in area will be lost. This will result in the loss of functionality that the family may be using.
The removal of these memorial websites may give rise to claims of liability from families and the public through the firm’s website to have the deceased’s Book of Memories™ remain as a permanent memorial website, and / or believed they have paid to have these Book of Memories Websites remain in perpetuity as part of the services they paid your firm for in their contract with the funeral home. As such, by virtue of you cancelling your system, you agree to save FrontRunner Professional or any of its affiliates, partners or associates harmless from any potential litigation resulting from the cancellation of the software which could result in lost business or revenue to you, or from any third party or class action claims against the funeral home by any family or public for the lost services or commitments that result from the cancellation.
This liability, both morally and legally requires FrontRunner Professional to electronically notify all family members or member of the public who interacted with and continue to actively interact with these Memorial Websites and inform them that the funeral home has decided to cancel the continuation of the Book of Memories™ Memorial Website for their loved one.
Copyright material
You, as the client, acknowledged through the User License Agreement that your system was provided under license and that all content and graphics included with the system remain the property of FrontRunner Professional. Furthermore, you agree not to use or allow any copyright content and licensed graphics that were provided as part of the licensing of the FrontRunner software and owned by FrontRunner to be shared with any third party or new website provider in the creation of your new website. You acknowledge that certain content such as, but not limited to, condolence messages, stories, poems and shared photos posted by the public may be copyright protected and should only be transferred with the express written consent of the individual or individuals who submitted this content. You further agree that your domain(s) and data cannot be transferred until all outstanding fees and liability sign-off is forwarded to FrontRunner via registered mail.
Fees on cancellation
The user acknowledges that any outstanding invoices must be paid before we release any website domain(s). Any form of electronic scrapping of data by the client or their new website provider will be deem theft of data without the sign-off and will be subject to swift legal action.
For any client cancelling their management system, the fee will be $1,500 (One thousand Five Hundred Dollars) for a complete data backup of management data and contracts. Payment must be made in full first before data is released.
Cancellation Notice
I, the undersigned, acknowledges and accepts the conditions of the cancellation agreement
and am providing a signed copy of this agreement and a valid credit card to cover all fees applicable as set forth in this cancellation agreement. Upon receipt, we ask that FrontRunner unlock all domains you control for our firm.