Table of Contents
What You Keep vs. What You Lose When Service Ends
Overview
At Relentless Digital, we believe in transparency about what you own and what you’re renting. This document clarifies exactly what assets you keep and what services stop when you end your contract with us.
Our Philosophy: We build assets FOR you, not just rent them TO you. Everything we create belongs to you.
What You Keep (Yours Forever)
✅ WEBSITE & DOMAIN (Website must be paid off and account in good standing)
You Own:
- Complete website (code, design, functionality)
- All website content we’ve created
- All images used on your website (that we licensed or created)
- Domain name (if registered through us, we transfer to you)
- SSL certificate
Requirements:
- Website setup fee must be paid in full
- If financed over 12 months, all payments must be completed
- No outstanding balances on account
What This Means:
- You can take your website to any other hosting provider
- You can hire another agency or freelancer to manage it
- You can edit it yourself
- You can keep it exactly as-is indefinitely
Technical Details:
- We provide full backup files (HTML, CSS, JavaScript, images, databases)
- We provide WordPress admin credentials (if applicable)
- We provide documentation of any custom functionality
Timeline:
- Upon contract termination with zero balance, you receive full website files within 30 days (likely sooner than this)
- We provide 30 days of continued hosting to give you time to migrate
- After 30 days, if not migrated, we archive the site (available for recovery for 90 days at $500 fee)
✅ ALL CONTENT WE’VE CREATED
You Own:
- All blog posts and articles
- All service page content
- All location page content
- All email copy and sequences we wrote
- All SMS message copy
- All ad copy we created
- All social media posts we wrote
- All video scripts (if we created them)
- All graphics and images we designed for you
What This Means:
- Use content on a new website
- Repurpose for other marketing channels
- Give to another agency to continue using
- Edit and update as you see fit
- No attribution or credit required
How You Get It:
- Google Doc with all content organized by page/campaign
- Delivered within 30 days of contract termination
- Includes metadata (keywords, titles, descriptions)
What You Don’t Own:
- Templates and frameworks we use (those are ours)
- Our processes and methodologies
- Content we create for other clients
✅ GOOGLE BUSINESS PROFILE OWNERSHIP
You Own:
- Your Google Business Profile listings (you’re always the owner)
- All photos we uploaded
- All posts we created
- All reviews you received (these live on Google, not with us)
- Verification status
What This Means:
- We never “own” your GBP – you’re always listed as owner
- Sometimes we are listed as Primary owner if we setup the listing or Owner
- We always transfer that back should you decide to leave
- Upon termination, we remove ourselves
- You retain full control and all history
Important Notes:
- If we created additional GBP locations for you, those belong to you
- You’re responsible for ongoing management after we leave
- All optimization, posts, and review responses stop when service ends
- Rankings may decline without ongoing optimization
Timeline:
- We remove ourselves by the end of the offboarding period (30 days)
- You retain all access and ownership immediately
- We document all locations we managed in offboarding doc
✅ GOOGLE ADS & LSA ACCOUNTS
You Own:
- Google Ads account (if we set it up in your name)
- LSA profile and Google Guaranteed status
- All ad history and performance data
What This Means:
- Campaigns continue running (if you choose)
- You can manage them yourself or hire another agency
- All historical data remains in your account
- No loss of account history or quality score
How We Set This Up:
- Google Ads: Set up in YOUR Google account (you’re always the owner)
- LSA: Set up with YOUR business info (you’re the owner)
- We are added as managers/users only
- You can revoke our access anytime
Upon Termination:
- We remove ourselves from account by the end of the offboarding period (30 days)
- We recommend keeping ads running for 30 days while you transition
Important:
- Ad spend is ALWAYS billed directly to your credit card by Google
- After termination, we never control your ad spend
- Stopping service with us does NOT stop ads – you must pause them manually or keep them running
✅ SOCIAL MEDIA ACCOUNTS
You Own:
- Facebook Business Page
- Instagram account
- LinkedIn page
- YouTube channel
- Any other social profiles
What This Means:
- We never take ownership of your social accounts
- We’re added as admin/manager during engagement
- All followers, posts, and history remain yours
- You retain all access always
Upon Termination:
- We remove ourselves as admin by the end of the offboarding period (30 days)
- All content we posted remains live (it’s yours)
- Posting and engagement stops when service ends
✅ CALL TRACKING NUMBERS (CONDITIONAL)
Scenario A: Numbers We Ported to CallRail for You
- If we ported YOUR existing numbers to CallRail, those remain yours
- We port them back to your carrier within 30 days of termination (at no charge)
- You lose call tracking functionality but keep the phone numbers
Scenario B: New Numbers We Provisioned
- Numbers we created specifically for tracking purposes belong to CallRail, but can be transitioned to you.
- You must purchase a callrail account to keep them and then we start the transfer process
- These numbers are part of the service we provide
- You can request to port these numbers to your own phone service
What You Get:
- Export of all call recordings (within legal retention limits)
- Export of all call data and analytics
- All lead information and notes
- Call tracking numbers if you want to keep them
Timeline:
- 30 days to port numbers if you want them
- After 30 days, tracking numbers are released back to CallRail pool
- Call recordings retained for 90 days (download anytime during this window)
Important:
- Call tracking stops at the duration of the offboarding period
- No more call recording or analytics after final day of service
- We provide final report with all data through last day
✅ EMAIL MARKETING LIST
You Own:
- Your complete email list (every contact)
- All subscriber data and opt-in dates
- All custom fields and tags we created
- All email history and engagement data
What This Means:
- We export your complete list in CSV format
- You can upload to any other email platform
- All contacts remain opted-in to YOUR emails (not ours)
Upon Termination:
- We provide complete email list export by the end of the offboarding period (30 days)
- Includes all fields: name, email, phone, tags, custom data
- Includes subscription status and history
Important:
- We never own your email list
- We use our email platform (Bullsey Pro) on your behalf
- List is always exportable at any time (not just at termination)
✅ CUSTOMER DATABASE
You Own:
- Every customer record we have
- All contact information
- All service history we tracked
- All notes and tags we created
- All segmentation we built
What This Means:
- Complete export of all customer data
- Organized spreadsheet with all fields
- You can import to any CRM or system
Upon Termination:
- We provide complete database export by the end of the offboarding period (30 days)
- Formatted for easy import to other systems
- Includes all campaign history and engagement data
✅ REVIEW REPUTATION & RATINGS
You Own:
- All reviews on Google, Facebook, Yelp, etc. (these live on those platforms)
- Your overall rating and review count
- All responses we wrote (they’re attached to your profile)
What This Means:
- Reviews and ratings don’t disappear when we stop service
- Your reputation remains intact
- All review sites remain claimed and verified in your name
What Stops:
- New review generation campaigns
- Review monitoring and response service
- Review management and dispute handling
✅ RANKINGS & SEO EQUITY
You Keep:
- All rankings we achieved for your website
- All backlinks we built (they remain pointing to your site)
- All domain authority improvements
- All on-page optimizations we made
What This Means:
- Your site doesn’t instantly lose rankings when service ends
- All the SEO work we did remains on your website
- Backlinks continue providing value indefinitely
Important Reality:
- Rankings will likely decline over time without ongoing optimization
- Competitors continuing to optimize will eventually outrank you
- Google algorithm updates may impact rankings
- Fresh content is important for maintaining rankings
Timeline:
- Immediate: Rankings remain (nothing changes immediately)
- 1-3 months: May begin declining without fresh content
- 6-12 months: Likely significant decline without ongoing SEO
What You Lose (Service Stops)
❌ HOSTING & WEBSITE MAINTENANCE
What Stops:
- Website hosting on our servers
- Security updates and patches
- Uptime monitoring
- Technical support
- Backup services
- Speed optimization
- Security monitoring
What This Means:
- Your website goes offline after 30-day grace period if not migrated
- No more security updates (site becomes vulnerable)
- No more backups (risk of data loss)
- No technical support for issues
What You Need to Do:
- Find new hosting provider (we recommend SiteGround, WPEngine, or similar)
❌ GOOGLE BUSINESS PROFILE MANAGEMENT
What Stops:
- Weekly optimization and posts
- Review monitoring and response
- Photo uploads and management
- Q&A monitoring and responses
- Messaging management
- Performance reporting
- Competitive tracking
What This Means:
- GBP remains live but becomes stagnant
- No new posts (rankings typically decline)
- Reviews accumulate with no responses
- Questions go unanswered
- Competitive disadvantage grows over time
Impact Timeline:
- Immediate: Posts stop
- 2-4 weeks: Rankings begin declining
- 2-3 months: Noticeable ranking drops (competitors post, you don’t)
- 6 months: Significant decline in visibility
What You Need to Do:
- Post weekly yourself (photos, offers, updates)
- Respond to all reviews within 24-48 hours
- Monitor and answer Q&A section
- Or hire another agency ($200-500/month per location)
❌ LOCAL SERVICES ADS MANAGEMENT
What Stops:
- LSA optimization and management
- Budget management
- Dispute handling for invalid leads
- Profile optimization
- Performance reporting
What This Means:
- Your LSA profile remains live (you still appear)
- Leads continue coming (you’re still charged)
- No one disputes invalid leads (you lose money)
- No budget optimization (overspending likely)
- Profile becomes stale (lower ranking over time)
What You Need to Do:
- Manage LSA yourself through Google
- Dispute invalid leads manually (time-consuming)
- Adjust budget based on performance
- Or hire another agency ($750-1,500/month)
Important:
- LSA charges continue until YOU pause them
- We do not control your LSA billing
- Stopping service with us ≠ stopping LSA charges
❌ GOOGLE ADS MANAGEMENT
What Stops:
- Campaign optimization
- Keyword research and updates
- Negative keyword management
- Ad copy testing
- Landing page optimization
- Budget management
- Performance reporting
- Google rep meetings
What This Means:
- Ads continue running on autopilot (if you don’t pause them)
- No optimization = wasted spend
- Competitors adjust, you don’t (losing edge)
- Quality score declines over time
- Cost per click increases
What You Need to Do:
- Either pause all campaigns (stops leads but stops spend)
- Manage campaigns yourself (significant learning curve)
- Hire another agency ($500-1,500/month management fee)
Important:
- Google bills YOUR credit card directly
- Ads keep running until YOU pause them
- We provide 30-day transition guide to help
❌ CONTENT CREATION
What Stops:
- New SEO-optimized pages (4-8 per month)
- Blog posts and articles
- Service page updates
- Location page creation
- All new content production
What This Means:
- No new content = rankings stagnate or decline
- Competitors publishing new content will outrank you
- Website becomes outdated over time
- No fresh content for social or email
Impact Timeline:
- Immediate: No new pages being indexed
- 3-6 months: Competitors outpacing you
- 6-12 months: Significant ranking declines
- 12+ months: Website feels outdated
What You Need to Do:
- Hire freelance writer ($100-500 per article)
- Hire another agency ($2,000-5,000/month for comparable volume)
- Write content yourself (time-intensive)
❌ MARKETING AUTOMATION
What Stops:
- Lead nurture sequences (SMS + Email)
- Appointment reminders
- Review requests
- Database reactivation campaigns
- Seasonal campaigns
- All automated messaging
What This Means:
- No automatic follow-up on leads (conversion drops dramatically)
- No review generation (new reviews stop)
- No database campaigns (lose $200K-$1M+ annually)
- Manual work required for all touchpoints
Impact:
- Immediate: 30-50% drop in lead conversion (no follow-up)
- Within 30 days: Review generation stops
- Ongoing: Database revenue disappears
What You Need to Do:
- Manually follow up every lead (time-intensive, inconsistent)
- Use basic email platform ($20-100/month, but you build sequences)
- Hire another agency ($500-2,000/month for automation)
- Or accept lower conversion rates
❌ BOOKING RATE OPTIMIZATION
What Stops:
- Weekly call analysis
- CSR scorecards
- Revenue Leak Reports
- Coaching calls with office manager
- Custom script development
- Competitive mystery shopping
- Performance tracking
What This Means:
- No visibility into booking rate
- CSR performance goes unmonitored
- Revenue leaks go unidentified
- No coaching or improvement
- Booking rates typically decline back to baseline
Impact:
- Within 60 days: Booking rates often decline 5-10%
- Loss of $25K-50K+ monthly in revenue recovery
What You Need to Do:
- Monitor calls yourself (extremely time-consuming)
- Hire call center consultant ($2,500-5,000/month)
- Or accept lower booking rates
❌ CALL TRACKING & ANALYTICS
What Stops:
- Call recording
- Call tracking by source
- Lead scoring and tagging
- Analytics and reporting
- Call transcription
- ROI tracking
What This Means:
- No visibility into which marketing generates calls
- No call recordings for training
- No data on booking rates
- Can’t track ROI by channel
- Flying blind on marketing performance
What You Need to Do:
- Get your own CallRail account ($45-300/month depending on volume)
- Set up tracking yourself (technical, time-consuming)
- Or operate without tracking data
❌ SPEED TO LEAD & ALERTS
What Stops:
- Instant SMS confirmations to leads
- Speed 2 Lead alerts to CSRs
- Missed call text-back
- Multi-level escalation
- Real-time notifications
What This Means:
- Slower response times (competitors beat you)
- Missed calls go unnoticed
- No automatic follow-up
- More lost leads
Impact:
- Response time increases from 8 minutes to industry average 4 hours
- 20-30% fewer leads converted due to slow response
What You Need to Do:
- Manually monitor for new leads (staff intensive)
- Set up basic text notifications ($20-50/month platforms available)
- Or accept slower response times and lost leads
❌ DATABASE REACTIVATION CAMPAIGNS
What Stops:
- Quarterly or monthly database campaigns
- Campaign design and copywriting
- Segmentation and targeting
- Multi-channel coordination (SMS + Email)
- Campaign tracking and ROI reporting
What This Means:
- No systematic outreach to past customers
- Database sits idle (wasted opportunity)
- Lose $200K-$1M+ in annual database revenue
- Customers forget about you
Impact:
- Immediate: Campaigns stop
- Ongoing: $300K-$1M+ annual revenue loss
- Long-term: Customer lifetime value declines
What You Need to Do:
- Create campaigns yourself (design, copy, send)
- Use basic email platform (but no SMS)
- Hire another agency ($1,000-3,000 per campaign)
- Or accept lost database revenue
❌ STRATEGIC PLANNING & SUPPORT
What Stops:
- Monthly or bi-weekly strategy calls
- Quarterly business reviews
- Proactive recommendations
- Seasonal planning
- Priority support
- Access to team and expertise
What This Means:
- No strategic guidance
- Reactive instead of proactive marketing
- No one monitoring performance
- No optimization or improvements
What You Need to Do:
- Make all marketing decisions yourself
- Hire fractional CMO ($3,000-10,000/month)
- Or operate without strategic oversight
❌ BULLSEYE PRO APP ACCESS
What Stops:
- Access to our proprietary marketing automation platform
- All automation workflows built in the platform
- SMS and email capabilities through the platform
- Dashboard and reporting features
What This Means:
- All automations stop by the end of the offboarding period (30 days)
- No access to platform after final day
- Cannot export workflows (they’re platform-specific)
What You Need to Do:
- Rebuild automations in another platform
- Or hire agency with similar platform
❌ INDUSTRY BENCHMARKING & COMPETITIVE INTELLIGENCE
What Stops:
- Industry benchmark reports
- Competitive analysis
- Market intelligence
- Trend reports
What This Means:
- No insight into competitive landscape
- Don’t know how you compare to others
- Miss market trends and opportunities
❌ REPUTATION MANAGEMENT
What Stops:
- Review monitoring across all platforms
- Professional review responses
- Review generation campaigns
- Reputation scoring and tracking
- Negative review mitigation
What This Means:
- Reviews accumulate with no responses
- New reviews stop coming
- Negative reviews hurt more (no response)
- Reputation management becomes manual
Impact:
- Immediate: Review response stops
- 30 days: New reviews decline 80%
- Ongoing: Reputation stagnates or declines
Transition Assistance
WHAT WE PROVIDE
30-Day Transition Period:
- Website remains hosted for 30 days after termination
- Migration assistance to new hosting, if needed
- Access to all your data and files
- Documentation of account access and setups
Deliverables Within 30 Days (Offboarding Period):
- Complete website backup files
- Customer database export
- Email list export
- GBP location list and access
- Google Ads account transition doc
- Call tracking data export
- Final performance report
30-Day Consultation (Complimentary):
- Answer questions about transition
- Recommend next steps
- Provide guidance on maintaining what we built
- Connect you with resources if needed
Returning Client Policy
If You Want to Come Back:
- Welcome back anytime!
- No re-onboarding fee if within 6 months
- Pick up where we left off
- May need to rebuild some automations (depending on how long)
If Longer Than 6 Months:
- Treated as new client (fresh onboarding)
- Website may need updates/repairs
- Automations rebuilt from scratch
- Rankings may need recovery work
KEY TAKEAWAYS
✅ YOU OWN FOREVER:
- Website (once paid off)
- All content we created
- Google Business Profiles
- Google Ads/LSA accounts
- Social media accounts
- Customer database
- Email list
- Domain name
- Call recordings (within 90 days)
- All reviews and rankings
❌ You Lose (Services Stop):
- Hosting and maintenance
- Ongoing optimization
- Content creation
- Marketing automation
- Call tracking
- Support and strategy
- Campaign management
- Reporting and analytics
- Tool access (Bullseye Pro, CallRail, etc.)
💡 Bottom Line:
We build assets FOR you, but we provide SERVICES to you.
Assets = Yours forever (website, content, accounts, data) Services = Stop when contract ends (optimization, automation, support)
Think of it like: We build you a house (you own it), but we also mow the lawn, clean, and maintain it (services that stop when we leave).
Questions?
Can I get my website files before my contract ends?
Yes, anytime. Just ask. (Website must be paid in full.)
What if I want to take my website to another agency?
Totally fine! We’ll help with transition and provide everything you need.
Will my rankings disappear immediately?
No, but they’ll likely decline over 3-12 months without ongoing SEO.
Can I keep using the content you created?
Yes! All content is yours to use however you want, forever.
What happens to my Google Ads?
They keep running (and charging your card) until YOU pause them. We don’t control this.
Can I download all my call recordings?
Yes, within 90 days of termination. After that, they’re deleted.
Will I lose my Google Guaranteed badge?
No, that’s tied to YOUR business, not us. It stays as long as you maintain LSA requirements.
What if I want to come back in 6 months?
Welcome back! If under 6 months, no re-onboarding fee.
Contact
Questions about what you own vs. what stops?
