SUPPORT POLICY

Effective Date: October 30, 2025
Last Updated: October 30, 2025

This Support Policy (“Policy”) outlines the level of support offered by Delulu Marketing, LLC, located at 7901 4th St N Suite 300, St Petersburg, FL 33702, for all active Clients utilizing our software systems, CRM automations, templates, or consulting services.

By using our Services, you agree to the following support terms and understand that system reliability and implementation depend on your own configuration, data, and usage practices.

1. STANDARD SUPPORT COVERAGE

All Delulu Marketing Clients with an active subscription receive Standard Support, which includes:

Email support for general account questions at [email protected]

Access to self-service tutorials, setup guides, and automation walkthroughs

Response within 1–3 business days (excluding weekends and U.S. holidays)

Ticket tracking for technical issues related to Delulu-provided automations or templates

Standard Support covers functionality related to Delulu Marketing systems only — not third-party platforms, user devices, or GoHighLevel infrastructure.

2. PREMIUM & PRIORITY SUPPORT (UPGRADE OPTION)

For Clients who require faster response times or more personalized assistance, Delulu Marketing offers Upgraded Support Tiers:

a. Priority Support ($97/month add-on)

Response within 1 business day

Live chat or SMS support for urgent issues

Up to two 30-minute troubleshooting Zoom sessions per month

b. Enterprise Support ($297/month)

Response within 4 business hours during normal business days

Dedicated Success Specialist

Up to four 30-minute Zoom sessions per month

Access to advanced automation audits, funnel reviews, and integration assistance

To upgrade your support level, contact [email protected] or submit a ticket via your client portal.

3. THIRD-PARTY SUPPORT AND GHL RESPONSIBILITIES

Our systems operate on a GoHighLevel (“GHL”) framework. While Delulu Marketing configures and supports your automation layer, GoHighLevel controls all core platform functions, hosting, and technical backend operations.

If your issue is related to the GoHighLevel platform itself — including login errors, billing, downtime, API errors, or sub-account connectivity — you may be directed to GoHighLevel Support at:

Website: www.gohighlevel.com/support

Email: [email protected]

Live Chat: Available inside your GoHighLevel dashboard

Important: If you are asked for your sub-account number or account ID, please log in to your GoHighLevel dashboard and locate it under Settings → Company → Account Information.

Delulu Marketing does not have visibility into GoHighLevel’s internal ticket system or platform-level logs.

4. SCOPE OF SUPPORT

Delulu Marketing Support includes assistance with:

Setup and configuration of our CRM templates and automations

Troubleshooting errors directly caused by Delulu Marketing systems

Minor modifications or optimizations for supported workflows

Delulu Marketing Support does not include:

Debugging or managing third-party apps (e.g., Zapier, Meta, Google, Stripe)

Managing your marketing campaigns or lead responses

On-demand custom development or graphic design

General business coaching beyond what’s included in your plan

For anything beyond scope, we may offer custom project quotes or white-glove setup billed hourly or per project.

5. AVAILABILITY

Support hours are Monday–Friday, 9:00 AM – 5:00 PM EST.
Requests received after hours or on weekends/holidays will be handled on the next business day.

6. RESPONSE PRIORITY

Support requests are prioritized as follows:

Critical: System-wide outages or login inaccessibility

High: Automation not firing or essential workflow errors

Medium: Setup assistance or questions about configurations

Low: General inquiries, training, or cosmetic adjustments

We do not guarantee 24/7 uptime or immediate live support unless included in a premium plan.

7. CLIENT COOPERATION

Client agrees to provide all relevant details (screenshots, URLs, or login context) to help diagnose issues efficiently.
Failure to provide adequate details may delay resolution.
Clients are responsible for backing up data before requesting changes or modifications.

8. LIMITATION OF LIABILITY

Delulu Marketing shall not be liable for downtime, data loss, or performance issues beyond its reasonable control, including those caused by third-party systems or the Client’s own configuration.
Our total liability for any support-related claim shall not exceed the fees paid for the affected service in the 30 days preceding the incident.

9. POLICY CHANGES

Delulu Marketing reserves the right to modify or update this Support Policy at any time. Updates will be posted with a revised effective date.

10. CONTACT

Delulu Marketing, LLC
7901 4th St N Suite 300
St Petersburg, FL 33702
Email: [email protected]
Phone: 813-560-0369
Website: www.delulumarketing.com