Thank you for considering to partner with us. To ensure a productive relationship, please take a look at our working protocols below.
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.
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
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.
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.
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.
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
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.
Engagement with Arise GTM assumes acceptance of these terms unless otherwise stated in a signed Master Services Agreement (MSA) or Statement of Work (SOW).