COMMUNICATION STANDARDS
- Standard Response Time: All communications will receive a response within 24 hours during business days
- Emergency Response Time: Critical issues will be addressed within 4 hours
- Emergency Protocol: Submit urgent requests through the Support Portal and mark as "Urgent"
- Primary Contact: Your dedicated Project Manager will be your day-to-day contact
- Executive Oversight: Paul Sullivan is included or cc'd on all key communications
MEETINGS & REPORTING
- Regular Check-ins: Scheduled after each sprint of work
- Ad-hoc Meetings: Available upon request through your Project Manager
- Meeting Preparation: Agendas will be shared 24 hours before scheduled meetings
- Meeting Summaries: Distributed within 24 hours after each meeting
APPROVALS & DELIVERABLES
- Deliverable Review: All deliverables require formal sign-off via email or support ticket
- Approval Timeline: Please provide feedback within 3 business days of receiving deliverables
- Revision Process: Revisions must be requested prior to work commencement
- Additional Revisions: New revision requests after initial approval follow the scope change process
SCOPE MANAGEMENT
- Out-of-Scope Requests: Tracked on a dedicated list for weekly review
- Scope Review: Weekly evaluation of out-of-scope items for urgency and relevance
- Change Orders: Additional work will be scoped and priced accordingly
- Implementation: No out-of-scope work begins without formal approval and documentation
ESCALATION PATHWAY
- Initial Concerns: Direct to your Project Manager
- Secondary Escalation: Contact Paul Sullivan at [email/phone]
- Response Commitment: All escalations will receive acknowledgement within 4 hours and a resolution plan within 24 hours
CUSTOMER PORTAL
- Document Access: All project materials available 24/7
- Support Tickets: Submit and track all requests through the portal
- Resource Library: Access to best practices and educational materials
- Status Updates: Real-time project status and milestone tracking
We look forward to a successful partnership.
Arise GTM Team
