Effective Date: October 2025
Last Updated: October 30, 2025
These Terms of Service (“Terms”) govern Customer’s purchase and use of design credits, packages, and deliverables (“Design Services”) provided by FranConnect, LLC (“FranConnect,” “we,” “our,” or “us”) through the Design Ops program.
By purchasing a credit, package, or using any Design Ops Services, Customer agrees to these Terms in full. If you do not agree, do not purchase or use the Design Services.
1. Overview of the Design Ops Program
Design Ops provides fixed-scope, credit-based design deliverables built within the FranConnect and World Manager platforms. Design Services include, but are not limited to, dashboards, space pages, eLearning modules, videos, and branded graphics as described in our catalog or proposal documents.
Each deliverable of the Designed Service is assigned a fixed credit value and completed according to the specifications and examples published by FranConnect.
2. Credits and Deliverables
2.1 Definition of Credits
A “credit” represents one Design Service request and its corresponding deliverable. Credit values are assigned per item or deliverable type and published in the Design Ops catalog.
2.2 Credit Usage
Each Design Service Request consumes credits based on its scope (for example, a five-page deliverable equals five credits).
Requests are processed one item at a time, in the order they are received.
Work begins only after scoping and approval by your designated FranConnect Sales Account Manger(AM) or Customer Success Manager (“CSM”).
2.3 Credit Expiration and Roll-Over
Credits never expire.
 All subscription and à la carte credits automatically roll over each month, whether or not a subscription is active. Credits remain available for future use until redeemed.
2.4 Non-Transferability
Credits are not transferable between organizations or accounts and hold no monetary value outside the Design Ops program.
3. Revisions and Change Requests
Design Ops follows a fixed-scope, deliverable-based workflow.
- There are no traditional revisions or approval rounds.
- Each modification, adjustment, or additional version constitutes a new Design Servicerequest and requires the use of additional credits, at FranConnect’s sole determination.
- This structure ensures predictable turnaround times and consistent quality standards.
4. Workflow and Communication

4.1 Submission
All Design Service requests must be submitted through your assigned FranConnect Sales or CSM representative. Requests sent directly to the Design Ops team will not be accepted.
4.2 Discovery and Scoping
All project discovery, scoping, and communication are coordinated through your assigned FranConnect Sales or Customer Success Manager (“Representative”). The Design Ops team operates within internal production systems and does not engage in direct client communication.

Discovery sessions are available only after project scope and deliverables have been confirmed with your Representative. This process ensures efficiency, consistency, and alignment across all Design Ops projects.
5. Turnaround Times and Delivery
5.1 Queue-Based Fulfillment
Design requests are fulfilled in the order received. Each request is considered complete once a final deliverable has been submitted according to the defined scope, as solely determined by FranConnect
5.2 Turnaround Estimates
Estimated delivery timelines are provided by your Sales or CSM representative based on project type and queue volume. Timelines are estimates only and not guaranteed.
5.3 Completion and Acceptance
Once a deliverable has been submitted, it is deemed accepted and complete. Any new Design Service Requests submitted (even if related to a prior deliverable) will require additional credits.
6. Customer Responsibilities
Customer is responsible for:
- Providing accurate content, assets, and brand guidelines at the time of request;
- Ensuring internal approval prior to submission;
- Confirming deliverable scope with their FranConnect representative; and
- Maintaining an active account in good standing to access deliverables.
7. Use of Deliverables
All completed deliverables are licensed for internal use within your FranConnect and/or World Manager environment for the duration of the term. You may not resell, sublicense, or otherwise commercialize any Design Ops assets outside your organization without prior written consent from FranConnect.
8. Payment and Refunds
All payments for credits or packages are non-refundable once work has begun.
 FranConnect reserves the right to suspend Services for nonpayment, account delinquency, or breach of any other applicable terms.Â
9. Intellectual Property
- FranConnect retains ownership of all Design Services, including but not limited to, design frameworks, templates, deliverables and any systems or information used in producing deliverables.
- Clients receive a limited, non-exclusive license to use completed assets for their internal business purposes during the term of their agreement with FranConnect.
- The client warrants that all materials provided (logos, images, text, etc.) are legally owned or licensed for use and FranConnect shall incur no liability as it relates to such use as directed by the Customer.
10. Limitation of Liability
FranConnect is not liable for indirect, incidental, special, or consequential damages, including but not limited to, lost profits or business interruption, arising from the use or inability to use the Design Services.
 FranConnect’s total and aggregate liability will not exceed the total amount paid by Customer for the credits related to the dispute under these Terms.
11. Termination
FranConnect reserves the right to terminate or suspend the Design Services for breach of these Terms or misuse of the Design Ops program, at FranConnect’s sole discretion. Unused credits will remain available unless otherwise prohibited by law.
12. Governing Law, Jurisdiction, and Venue
These Terms are governed by the laws of the Commonwealth of Virginia, without regard to conflict-of-law principles. The parties will endeavor to settle amicably by mutual discussions any disputes, differences or claims whatsoever related to these Terms. The parties agree that all legal proceedings relating to the subject matter of these Terms shall be maintained in courts serving Herndon, Virginia, and the parties agree that jurisdiction and venue for such proceedings shall lie exclusively with such courts.
13. Modifications
FranConnect may update these Terms at any time. Updates will be posted in your Design Ops portal or FranConnect account dashboard and will become effective immediately.
14. Agreement
By purchasing credits, packages, or submitting any Design Services request, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.
Ian Walsh
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