Riddall Business Group

Client Support Policy

RIDDALL BUSINESS GROUP
Version 2.0 | April 2026
Riddall Business Group Inc. | Chilliwack, BC, CanadaCLIENT SUPPORT POLICY
Last Updated: April 15, 2026 Effective Date: May 1, 20261. OVERVIEW
This Client Support Policy outlines the support services included with your RBG Trades OS subscription, our response time commitments, how to submit a support request, and what to expect when you reach out to our team.
At Riddall Business Group support is not an afterthought — it is a core part of what you are paying for every month. We are in your corner for the long term.2. WHAT'S INCLUDED IN YOUR SUBSCRIPTION
Every active RBG Trades OS subscription includes:
Ongoing Technical Support:
Access to our support team via email, SMS, phone, and GHL inbox
Technical issue diagnosis and resolution
Workflow and automation troubleshooting
Integration support (Google, Stripe, Facebook)
Platform updates and maintenance
Scheduled Optimization:
14-day post-launch check-in call
30-day optimization session
Quarterly optimization calls (for clients 4+ months post go-live)
Training Support:
Refresher training available upon request
New team member onboarding guidance
Questions about system features and usage3. SUPPORT CHANNELS
You can reach our support team through any of the following channels:
Channel
Best For
Response Time
GHL Inbox
Quick questions, general support
Within 4 business hours
Email: [email protected]
Detailed issues, documentation
Within 4 business hours
SMS: 1-778-860-0042
Quick updates, urgent flags
Within 4 business hours
Phone: 1-778-860-0042
Urgent issues, complex troubleshooting
Same day callbackBusiness hours: Monday to Friday, 8:00 AM to 5:00 PM PST After hours: Urgent issues reported after hours will be addressed the next business morning. For Critical issues — leave a voicemail and send an email and we will respond as soon as possible.4. SEVERITY LEVELS & RESPONSE TIMES
🔴 Critical — Response within 1 hour System is down or severely impaired. You are actively losing leads or revenue.
Examples:
All automations stopped firing
Phone number not receiving calls or sending SMS
GHL account inaccessible
Website or funnel returning an error
Payment system not working
All emails going to spam
What to do: Call 1-778-860-0042 AND email [email protected] immediately. Leave a voicemail if no answer.
Target resolution: Same business day🟡 High Priority — Response within 4 hours A significant feature is not working. Your operations are impaired but not stopped.
Examples:
A specific workflow not firing
Calendar not accepting bookings
A form not submitting correctly
A specific email template not sending
An integration disconnected
What to do: Email or SMS us with a clear description of the issue.
Target resolution: Within 24 hours🟢 Standard — Response within 4 hours A minor issue or question. Your operations are not significantly impacted.
Examples:
Question about how to use a feature
Minor content update to an SMS or email
Pipeline stage name change request
Adding a new team member to the system
Training refresher needed
What to do: Email or message us through GHL inbox.
Target resolution: Within 48 hours5. HOW TO SUBMIT A SUPPORT REQUEST
To help us resolve your issue as quickly as possible please include the following when contacting support:
Your business name
Brief description of the issue — what is happening vs what should be happening
When it started — did this ever work before?
Steps to reproduce — what actions led to the issue?
Screenshots or screen recordings — if applicable
Severity — how urgently does this need to be resolved?
The more detail you provide — the faster we can resolve your issue.6. WHAT TO EXPECT FROM OUR SUPPORT TEAM
When you submit a support request you can expect:
✅ Acknowledgement — we confirm we received your request and are working on it ✅ Ownership — one team member takes full ownership of your issue from open to close ✅ Updates — we keep you informed throughout the resolution process ✅ Resolution confirmation — we confirm the fix is working before closing the ticket ✅ Follow up — we check in to make sure everything is still working
We never: ❌ Pass the buck or blame third-party platforms without taking ownership ❌ Leave a ticket unresolved without communicating ❌ Close a ticket without confirming the client is satisfied ❌ Make a client feel like they are bothering us7. WHAT IS NOT INCLUDED IN SUPPORT
The following are not included in the standard monthly subscription and may be quoted separately:
Significant new features or automations not in the original build scope
Complete pipeline redesigns
Building additional sub-accounts or separate systems
Done-for-you marketing services (ad management, content creation)
Integration setup for platforms not included in the original build
If you request something outside of scope — we will let you know clearly and provide a quote before proceeding.8. PLATFORM DEPENDENCY
The RBG Trades OS is built on the Go High Level (GHL) platform. While we take every step to ensure your system runs smoothly — some issues may be caused by GHL platform outages or bugs outside of our control.
In these cases we will:
Identify the platform issue and confirm it is a GHL-side problem
Communicate transparently with you about the situation
Monitor GHL's status and keep you updated
Implement the fix immediately once GHL resolves the issue
GHL's status can be monitored at status.gohighlevel.com.9. FAIR USE
Our support is designed for legitimate technical issues and questions related to your RBG Trades OS. We ask that clients engage with our support team in good faith and treat our team with respect.
We reserve the right to limit support interactions that are abusive, repetitive without cause, or outside the scope of services provided.10. CONTACT US
For support requests: Riddall Business Group Inc. Email: [email protected] Phone: 1-778-860-0042 Website: riddallbusinessgroup.ca

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