Reputation Management

Celerity Media Reputation Management Terms and Conditions 

Any Celerity Media Reputation Management Services will be provided to you in accordance with the following terms, to  which you agree when you purchase a Celerity Media solution that incorporates Reputation monitoring, Competitor Watch,  Review generation campaigns, Review Response, or Review Management Services that you use or are provided  for you as an included feature or as an Add-on for an additional charge, as follows:  

Reputation Monitoring services will enable you to actively monitor your business’s online reputation, including  providing an aggregate view of online reviews of your business which are posted on third-party public websites, as  well as your own website or Celerity Media portal, where applicable, as well as the number of responses you make to your  reviews and the speed with which you post those responses. We also aggregate social posts and check-ins on  social networks for your viewing in one hub. You acknowledge that Reputation Monitoring is based on information  made available by particular third-party sources at a particular point in time and thus may not represent the most  up-to-date information available in the market and may not reflect all reviews, responses, resolutions, or posts  made about your business at any given time. Sources included in Reputation Monitoring are subject to change at  our discretion.  

Competitor Watch enables you to monitor the reputation of a limited number of other businesses you identify  within your market, by aggregating and reporting on their public reviews and ratings as well as the number and  speed of their public responses to reviews, so you can see where you stand among your competitors and peers in  your local industry. You agree that any information you provide us about another business for the purposes of  Competitor Watch is publicly available information and you agree that you may only use the information provided to  you by Competitor Watch for your own internal informational purposes only and not for inclusion in any publicity,  social posts, communications, marketing or other purposes. You acknowledge that we do not guarantee the  accuracy or completeness of any information provided through Competitor Watch, as it is based on content made  publicly available in the market by particular third-party sources at a particular point in time. You agree that  Competitor Watch is provided for informational purposes only and should not be relied upon for any business  decisions and that any use you make of Competitor Watch is at your own risk.  

Review Generation Services are a feature you can elect to use in several ways. First, Celerity Media may make available an online widget for use on your website or client portal page, where available, that can enable your client(s) to  submit a review of your business for display and use on your Celerity Media client portal page or Celerity Media website or can link  your client(s) to third-party sites where they can log in with their user credentials for such third-party site and review  your business on that third-party site. Second, Celerity Media may enable you to send a custom marketing message or  campaign to clients to remind them to review your business after a service and Celerity Media may provide template  campaigns for this purpose. Third, Celerity Media may offer automated marketing campaigns that can be set up to be sent  out (via email or text, as applicable depending on your clients’ consents) upon certain triggers recognized by the  Celerity Media platform, such as appointment bookings completed, invoices sent, and/or payments received, and which  encourage clients to review your business after receiving a service. These automated campaigns are designed to be sent to all clients after the service trigger so reviews you receive represent a balance of customer experiences.  Regarding any efforts at review generation, you agree not to solicit reviews in a biased manner, nor to manipulate  your review content, attempt to block or delete any legitimate reviews, nor cause any reviews to be solicited from  anyone (including non-persons or bots) who has not had recent, first-hand experience with services provided by  your business or any source that provides “fake” reviews or “fake” customers for the purposes of leaving reviews.  You agree that you will not write reviews for your business yourself or solicit reviews from anyone who has a bias or  interest in your business without requesting that reviewer reveal their potential bias in the review. Reviews content  from certain third-party sites may be imported and/or a link to such content on the third-party site(s) embedded in  order to display such reviews (or partial reviews) on your Celerity Media client portal page or Celerity Media website. You agree to  waive and/or release us from any claims resulting from negative reviews or any reviews about your business.  

Review Response is a feature whereby Celerity Media enables you to create and post a response as the business to a  review of your business on your Celerity Media client portal page or Celerity Media website from within the Celerity Media platform, and to link out directly to a review of your business posted on a third-party site or platform to which you can then manually create and post your business’s response to such review after logging in with your credentials for that third-party  site or platform. When posting responses on third-party sites or platforms, you will be governed by the terms of  such third-party properties, including their terms about content, with which you agree to abide. You understand that  the third-party owner/operators of other sites or platforms control both the policies governing the review content posted there by the reviewers and your access to and posting of content on their sites and platforms, regardless of any link there from Celerity Media. We disclaim any responsibility for any and all content displayed or posted on third-party sites or platforms and you agree to indemnify us for any claims resulting from content you post there. 

Review Management Services include the Celerity Media Review Acknowledgement service, which is included with certain  package levels of Celerity Media and may be added for an additional fee at other levels. For the purposes of using this  service, you appoint us to act as your agent in providing one of a limited number of templated initial responses to  acknowledge a client review shortly after it is posted by the reviewer, with the content of such response based on  the perceived sentiment of or issue stated in the review. These acknowledgements are not intended to provide  custom responses or resolution of any issues raised in a review, but rather to generally acknowledge the review,  thank the reviewer for posting it, and, in the event problems or specific issues are raised in the review, invite the  reviewer to contact the business directly or via private message for a specific resolution, which response and  resolution will be up to the business to handle and provide at its sole discretion. Use of this Review  Acknowledgement service is at your own risk, and we do not guarantee any specific results. Although we endeavor  to provide appropriate responses based on perceived sentiment of a review, we cannot be responsible for any  misunderstandings or misinterpretation of the review content or sentiment by our personnel or systems. By electing  to use the Celerity Media Review Acknowledgement service you waive any claims by you and/or release us from any claims  from a customer or any third-party resulting from any review response that we post as part of the service, except in the event of our gross negligence or intentional misconduct.