Riddall Business Group

Client Support Policy

Riddall Business Group
Client Support Policy
Effective Date: 03/14/2026This Support Policy outlines how Riddall Business Group provides support for clients using the
RBG Operating System.
Our goal is to ensure that all clients receive timely assistance while maintaining a reliable and
scalable support process.1. Support Channels
Clients can request support through the following method:
Primary support channel:
[email protected]
Support requests sent through this email address are automatically converted into a support
ticket inside the RBG Internal OS.
Each request is tracked to ensure proper resolution.2. What Support Includes
RBG Support is designed to help clients operate and maintain their system effectively.
Included support services:
• troubleshooting system issues
• diagnosing automation problems
• resolving integration errors
• fixing configuration issues
• guidance on system functionality
• answering operational questions
Support is intended to keep the system functioning properly and ensure clients can use the
platform effectively.3. What Support Does Not Include
The following items are not included in standard support:
• full system redesigns
• custom workflow builds
• new funnel or website creation
• marketing strategy consulting
• advanced automation architecture
• CRM restructuring
These services may be provided as implementation or consulting services when requested.4. Support Priority Levels
Support tickets are categorized by urgency to ensure critical issues are handled first.
Low Priority
Minor inconvenience that does not affect daily operations.
Examples:
• cosmetic changes
• general questions
• non-urgent adjustments
Typical response time:
48–72 hoursNormal Priority
Standard operational support requests.
Examples:
• automation questions
• configuration guidance
• system navigation assistance
Typical response time:
within 24 hoursHigh Priority
Issues impacting normal business operations.
Examples:
• automation failures
• integration disruptions
• calendar or pipeline errors
Typical response time:
same business dayCritical Priority
System failure or major operational disruption.
Examples:
• lead capture failure
• communication systems down
• system access failure
These issues receive immediate attention.5. Support Hours
Standard support hours:
Monday – Friday
9:00 AM – 5:00 PM PST
Emergency issues may be addressed outside standard hours when necessary.6. Client Responsibilities
Clients play an important role in resolving support requests efficiently.
Clients should:
• provide clear descriptions of issues
• include screenshots when possible
• provide access credentials if required
• respond promptly to information requests
Delays in response may delay resolution.7. Waiting on Client
If additional information is required to resolve a ticket, the request will be placed in a Waiting on
Client status.
A reminder will be sent if the requested information is not received.
Tickets that remain inactive for extended periods may be closed.
Closed tickets can always be reopened by replying to the support email.8. Third-Party Services
Some support requests involve external services such as:
• Stripe
• Twilio
• Google
• Facebook / Meta
• email delivery providers
When an issue depends on a third-party system, resolution may require response from that
provider.
RBG will coordinate with vendors as needed but cannot guarantee response times from
third-party services.9. Support Ticket Closure
A support ticket may be closed when:
• the issue has been resolved
• the client confirms resolution
• the ticket remains inactive after follow-up
If further assistance is required, clients can simply reply to the support email to reopen the
ticket.10. Continuous System Improvement
Support requests help improve the RBG Operating System.
Recurring issues may lead to:
• system updates
• automation improvements
• improved documentation
• additional training materials
This process ensures the platform continues to improve over time.11. Commitment to Client Success
Riddall Business Group is committed to providing reliable, professional support to ensure clients
can operate their businesses with confidence.
Our goal is to help every client operate with clarity, efficiency, and control inside their system.Contact Information
Riddall Business Group
Servicing Canada and the United States
Email: [email protected]
Phone: 1-587-742-9449

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