Understanding the support model is critical before onboarding clients. This module defines clearly what you are responsible for vs. what the platform handles.
Partner responsibilities
- Client onboarding — configuring the workspace, connecting CRM, helping clients launch first campaigns
- Campaign strategy — ICP definition, sequence design, messaging guidance
- First-level support — answering client questions about how the platform works, troubleshooting user errors
- Training — directing clients to Training Center modules, walking through features
- Client escalation management — gathering information before escalating to platform support
Platform responsibilities
- Platform uptime — infrastructure reliability, outage resolution
- Data processing — AI sourcing, sequence execution, deliverability infrastructure
- Second-level technical support — bugs, platform errors, data sync failures that are not configuration issues
- Security and compliance — SOC 2, data handling, privacy
Escalating to platform support
Partner Dashboard → Support → New Ticket. Include: client account ID, description of the issue, steps to reproduce, and what you have already tried. SLA for partner tickets: 4-hour response during business hours.
Do not send clients directly to platform support. All support must route through you as the partner. This maintains your white-label brand integrity and ensures we respond to you with full account context.