At Referralit.com, we are committed to delivering fast, reliable support for all our AI-powered IT consulting services. This Support Policy outlines how to reach us, what to expect, and how we resolve issues.
1. How to Contact Support
Our support team is available through the following channels:
Email Support: support@referralit.com --- For general inquiries, billing questions, and non-urgent issues.
Client Portal: Submit and track support tickets through your secure client dashboard.
Scheduled Calls: Book a support call directly through your account manager or via the booking link in your client portal.
2. Support Hours
Our standard support hours are:
Monday through Friday: 8:00 AM to 6:00 PM (Central Time)
Saturday: 10:00 AM to 2:00 PM (Central Time) --- limited availability
Sunday & Federal Holidays: Closed
Emergency cybersecurity incident response is available 24/7 for clients on our Enterprise plan. Contact your dedicated account manager for emergency escalation procedures.
3. Response Time SLA
We prioritize tickets based on urgency:
Critical (System Down / Active Security Incident): Response within 2 hours
High (Service Degraded / Compliance Deadline): Response within 4 business hours
Medium (General Technical Issue): Response within 1 business day
Low (Questions / Feature Requests): Response within 2 business days
4. What Support Covers
Our support team can assist with:
Cybersecurity assessments and POAM documentation questions
NIST, CIS, and CMMC compliance guidance
AI platform and tool access issues
IT procurement and contract inquiries
QBR scheduling and report interpretation
Billing, invoicing, and account management
Onboarding assistance for new clients
5. What Support Does Not Cover
The following are outside the scope of standard support:
Implementation of services not included in your active service agreement
Third-party vendor or tool support (we will direct you to the appropriate resource)
Custom development outside of agreed project scope
Issues caused by unauthorized modifications to delivered systems or reports
6. Escalation Process
If your issue is not resolved to your satisfaction, you may escalate through the following steps:
Step 1: Request escalation within your support ticket or email thread.
Step 2: Your case will be reviewed by a Senior Consultant within one business day.
Step 3: If still unresolved, a leadership review will be conducted within three business days.
We take every escalation seriously. Your business continuity is our priority.
7. Client Responsibilities
To help us resolve your issues efficiently, we ask that you:
Provide clear, detailed descriptions of the issue including screenshots or error messages where applicable
Respond to follow-up questions from our support team within 48 hours
Ensure the appropriate personnel are available for troubleshooting calls
8. Feedback
We continuously improve our support experience. After each resolved ticket, you may receive a short satisfaction survey. Your feedback drives our quality standards. Send direct feedback to support@referralit.com.