Last updated: March 31, 2025

Notice

This document defines the role, responsibilities, and limitations of your LeadStream Support Specialist, who is assigned to support your business’s use of our white-labeled GoHighLevel platform effectively.

By signing below, you agree to the terms and boundaries outlined in this document. This ensures efficient, productive collaboration while protecting both parties from scope misunderstandings.

What Your LeadStream Support Specialist Does

Your Support Specialist provides up to 10 hours per calendar month of backend support. These hours do not roll over and may be used for either support or execution.

They may assist with:

• Navigating the LeadStream platform and basic troubleshooting (excluding in-depth training, integration support, or reconfiguration)
• Hosting scheduled support calls of up to 60 minutes per session for task clarification or technical troubleshooting (no limit on frequency, but all time counts toward monthly quota; excessive calls may result in a written request to prioritize tasks in writing)
• Responding to support emails related to platform navigation or task clarification (brief clarifications only; training, consultation, or walk-throughs are out of scope)
• Setting up and maintaining automations, triggers, and workflows
• Scheduling client-provided social media posts (assets must be final and submitted in PNG/JPG or formatted Google Docs)
• Deploying pre-written, client-approved email/SMS campaigns (must be clearly segmented and labeled per step). Approved means no revisions, formatting, or placeholder content is required.
• Managing calendars, pipelines, and contact records (limited to applying tags, assigning to existing workflows, or merging clear duplicates)
• Creating follow-up automation for provided landing pages or forms (must include pre-defined workflow logic)

All communication, support, and coordination time, including calls, emails, and revisions, counts toward the 10-hour monthly limit.

Once the 10-hour quota is met, additional support will be billed at $75/hour, with prior notice provided.

Important

Your LeadStream Support Specialist is not an employee, agent, or contractor of your business. They serve exclusively as a technical support resource under the direction of the Agency.

What Your Support Specialist Does Not Do

To maintain clarity and efficiency, your Support Specialist does not:

• Serve as a customer service agent or representative of your business
• Offer strategic consultation, campaign design, or funnel planning
• Train your team or conduct platform walk-throughs
• Accept requests from multiple team members (one primary point of contact is required)
• Write, create, revise, or proofread content, including:
  • Email or SMS copywriting
  • Social media graphics or videos
  • Website, landing page, or funnel development
• Troubleshoot third-party platforms or integrations (e.g., Stripe, Zapier, Calendly, etc.)
• Provide CRM strategy or segmentation beyond tag application and merging based on client instructions
• Guarantee same-day task execution or accommodate rushed turnaround requests

What Counts as a Deployable Asset

Assets must be:

• Final and approved by the client (“approved” means no additional formatting, rewriting, or clarification is needed)
• Delivered in editable formats: PNG, JPG, .docx, or Google Docs
• Free of placeholder text or revision requestsNotes, outlines, voice memos, spreadsheets, or Canva links will not be accepted.

Time Management and Task Guidelines

• Time is tracked internally and includes communication, execution, troubleshooting, and revisions
• We do not provide detailed timesheets unless requested or if monthly quota has been exceeded
• All tasks must be submitted via [insert submission method] by one designated point of contact
• Requests must be batched once weekly, with a minimum of three (3) business days in advance
• Tasks that exceed the monthly quota will not be carried over unless resubmitted or approved for additional billing
• Rework caused by unclear instructions, client edits, or third-party interference will be treated as new tasks
• Excessive micro-tasks may be grouped or deferred for batching

Acceptable vs. Unacceptable Tasks

Scope Enforcement & Policy Violations

Repeated violations of scope, excessive fragmented requests, or misrepresentation of task readiness may result in:

• Task deferral
• Service upgrade requirement
• Temporary suspension of support

Use of Platform Resources

Your Support Specialist may refer you to LeadStream Academy, official documentation, or third-party resources when appropriate. This ensures your hours are reserved for technical execution.

Reasonable Use Provision

This agreement is designed to support efficient deployment of technical tasks. The Service Provider reserves the right to defer, decline, or reclassify requests that:

• Exceed defined scope
• Shift the role into strategic consulting or training
• Cause bottlenecks or impede task efficiency for other clients

Reactivation Requirement for Lapsed Services

If Support Specialist services are discontinued—whether due to cancellation, nonpayment, or expiration of a support package—and the client submits a task request, the client must first reinstate service by paying the current monthly support retainer in full before any tasks will be executed or scheduled.

We do not accommodate ad hoc microtasks, task-by-task billing, or à la carte support requests under any circumstances. Support is only available through active, prepaid service agreements.