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AriseGTM Rules of
Engagement

Thank you for considering to partner with us. To ensure a productive relationship, please take a look at our working protocols below.

Your partner for AI-driven GTM success

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).