Support Policy

Purpose

This Support Policy outlines how Above All Media provides support for its digital marketing services, including lead generation, website development, and CRM integrations. It defines the scope, channels, response times, and responsibilities to ensure a consistent and professional support experience for our clients.

Support Channels

Email

Access: [email protected]
Hours: Mon–Fri, 9 AM – 6 PM ET

Client Portal (Rise CRM)

Access: hq.aboveall.media
Hours: 24/7 ticket submission

Phone (by Appointment)

Access: Booked via portal or support link
Hours: Mon–Fri, Scheduled only

Live Chat (Coming Soon)

Access: Inside Client Portal
Hours: During business hours

Support Scope

We provide support for the following services:

Lead Generation Campaigns
Troubleshooting tracking issues, landing pages, call flows, and reporting.
Website Management
Bricks Builder, WordPress site maintenance, form integrations, and uptime.
CRM Support (Rise CRM)
Client onboarding, proposals, invoicing, contracts, and store setup guidance.
Third-Party Integrations
Support for connected services (e.g., Google Ads, Meta Ads, Twilio, Mailgun) within our implementation boundaries.

Exclusions: We do not provide custom code support (beyond existing implementations), third-party platform training, or direct management of platforms not provisioned by us.

Response Times

Urgent

Website down, campaign off-air, or critical failure
Response: Within 2 business hours

High

Active client impact, degraded performance
Response: Same business day

Normal

General questions, configuration help
Response: Within 1 business day

Low

Feature requests, non-urgent guidance
Response: Within 2 business days

Responsibilities

Client Responsibilities

Provide clear, detailed issue descriptions.
Keep contact info and authorized users up to date.
Maintain updated payment methods for active services.

Above All Media Commitments

Deliver prompt, professional support.
Document known issues and solutions.
Proactively monitor key services and escalate when necessary.

Escalation Process

If your issue is not resolved in the expected timeframe, escalate by:

Replying to the support thread with “URGENT” in the subject.
Requesting escalation via the Rise CRM portal.
Contacting your Account Manager directly (if applicable).

Policy Updates

This policy may be updated periodically to reflect new tools, processes, or client needs. The latest version will always be available in the Client Portal.