AriseGTM Rules of
Engagement

1. Communication Standards

• Response Times:
  • General requests: Response within 24 hours (business days)
  • Critical issues: Response within 4 hours

• Emergency Protocol:
  Urgent support must be submitted via the Support Portal and marked as “Urgent” for immediate triage.

• Primary Contact:
  You will be assigned a dedicated Project Manager who will oversee day-to-day operations.

• Executive Oversight:
  Paul Sullivan is looped in or cc’d on all strategic or escalated communications to ensure continuity and leadership visibility.

2. Meetings & Reporting

• Regular Check-ins:
  Scheduled after each sprint or phase of work to maintain momentum and alignment.

• Ad-Hoc Meetings:
  Available on request via your Project Manager. 24 hours’ notice is appreciated.

• Meeting Preparation & Follow-Up:
  • Agendas shared at least 24 hours prior
  • Summaries delivered within 24 hours post-meeting

3. Deliverables, Approvals & Revisions

• Deliverable Sign-Off:
  Formal approval is required via email or Support Portal ticket.

• Approval Timelines:
  Please review and respond within 3 business days of delivery. Lack of feedback may result in automatic progression.

• Revision Policy:
  • Two (2) rounds of revisions included unless otherwise stated.
  • Requests beyond this or post-approval will trigger a scope change review and may be charged accordingly.
  • Feedback must be clear and consolidated per round.

4. Project Scope & Change Management

• Out-of-Scope Tracking:
  • Tracked transparently on a shared register.
  • Reviewed weekly for prioritisation and scheduling.

• Scope Changes:
  • All new or altered requests will be scoped and priced via a formal Change Order.
  • No out-of-scope work will begin without written approval.

5. Timelines, Delays & Client Responsibilities

• Timelines:
  All project schedules assume timely feedback and input. Missed deadlines by more than 5 working days may trigger a pause or rescheduling.

• Client Delays & Fees:
  • Delays exceeding 10 working days may incur a delay fee of 15% of project value or £500/day of booked team time, whichever is greater.
  • Reserved time will be held for 10 days. Beyond this, a re-engagement fee of £1,000 will apply.
  • Payment milestones remain due as per original schedule unless explicitly amended.

6. Escalation Pathway

• First Contact:
  Direct all delivery-related concerns to your assigned Project Manager.

• Escalation:
  If unresolved, escalate to Paul Sullivan at [insert email/phone].
  • Acknowledgement within 4 hours
  • Resolution plan shared within 24 hours

7. Customer Portal & Self-Serve Resources

• 24/7 Access:
  • All materials, documents, and deliverables are available via the Customer Portal.
  • Submit and track support tickets at any time.
  • Access real-time project status, resource library, and milestone dashboards.

Agreement

Engagement with Arise GTM assumes acceptance of these terms unless otherwise stated in a signed Master Services Agreement (MSA) or Statement of Work (SOW).