Support Policy - GFunnel Business LLC

Support Policy

Last Updated: July 24, 2025

This Support Policy governs the support services provided by GFunnel Business LLC ("GFunnel," "we," "us," or "our") to Clients, defined as individuals or entities, including their employees, staff, partners, or authorized representatives (collectively, "Users"), who subscribe to or use our services, software, and platforms (collectively, "Services"), including but not limited to the GFunnel Platform, Branded Flows AI software, GFunnel Email, SMS GFunnel, CRM, Websites, and other marketing and business tools. Clients include Independent Business Contractors (IBCs) acting as clients, affiliates, or members, using the Services to manage business operations or serve third parties. This Support Policy complements the Terms of Service (https://www.gfunnel.com/terms), Privacy Policy (https://www.gfunnel.com/privacy), Acceptable Use Policy (https://www.gfunnel.com/acceptable-use-policy), AI Acceptable Use Policy (https://www.gfunnel.com/ai-acceptable-use-policy), Code of Conduct (https://www.gfunnel.com/code-of-conduct), and, where applicable, Business Associate Agreement (https://www.gfunnel.com/baa). By using the Services, you agree to the terms of this Support Policy.

1. Purpose

The purpose of this Support Policy is to outline the support services available to Clients and their Users, ensuring a positive experience with GFunnel’s Services. It defines support availability, contact methods, response times, and limitations, promoting transparency and effective resolution of inquiries.

2. Support Availability

GFunnel provides support to Clients and their authorized Users for issues related to the Services, including account management, technical assistance, and platform functionality. Support is available as follows:

  • Hours: Monday through Friday, 9:00 AM to 5:00 PM Central Daylight Time (CDT), excluding major U.S. holidays. Reduced hours may apply during holiday periods.
  • Contact Methods:
  • Response Times: GFunnel aims to respond to email and in-app support inquiries within one business day. Phone support is immediate during support hours, subject to availability. Response times are not guaranteed and may vary based on inquiry complexity or volume.

3. Support Scope

Support services include assistance with:

  • Account setup and management (e.g., login issues, billing inquiries).
  • Technical issues with the Services (e.g., platform functionality, Branded Flows AI software, CRM access).
  • Guidance on using features, such as GFunnel Email, SMS GFunnel, or Websites, as described in the Terms of Service.
  • Resolution of reported bugs or errors within GFunnel’s control.

Support does not include:

  • Issues resulting from misuse, modification, or unauthorized access by you or your Users, as defined in the Acceptable Use Policy or Code of Conduct.
  • Custom development or integration beyond standard Service offerings.
  • Issues with third-party services (e.g., Lead Connector, MyDukaan, Yext), which are subject to third-party support policies.
  • Training beyond the initial Onboarding Package, unless specified in your Service Agreement.

4. Client Responsibilities

As a Client, you are responsible for ensuring that your employees, staff, partners, and other authorized Users comply with this Support Policy. Your responsibilities include:

  • Providing Accurate Information: Submitting clear and detailed inquiries, including account details, error messages, or relevant screenshots, to facilitate resolution.
  • User Training: Training Users on proper use of the Services to minimize support requests due to user error.
  • Cooperation: Responding promptly to GFunnel’s requests for additional information to resolve support issues.
  • Third-Party Inquiries: Directing inquiries related to third-party services (e.g., Google AdWords, Facebook) to the respective providers, as GFunnel is not responsible for their support.
  • Liability: You are liable for any costs or damages resulting from misuse of support services by your Users, including abusive or inappropriate conduct toward GFunnel staff, as specified in the Terms of Service (Section 16).

5. Limitations and Exclusions

GFunnel may limit or deny support services in the following cases:

  • Misuse or Abuse: If GFunnel determines, in its sole discretion, that you or your Users are misusing support services or engaging in abusive conduct (e.g., harassment, excessive non-Service-related requests).
  • Non-Payment: If your account is suspended or terminated for non-payment, as outlined in the Terms of Service (Section 5).
  • Third-Party Issues: For issues arising from third-party services or integrations not under GFunnel’s control.
  • Custom Modifications: For issues resulting from custom code, APIs, or modifications not supported by GFunnel’s standard Services.

GFunnel does not guarantee uninterrupted access to support services and is not liable for delays or failures in resolving inquiries due to circumstances beyond our control (e.g., force majeure events).

6. Escalation Process

If an issue remains unresolved after initial contact, you may escalate it by:

  • Submitting a follow-up inquiry to onestop@gfunnel.com with the original ticket number and details of the unresolved issue.
  • Requesting escalation via phone at +1 833 455 5538 during support hours.

GFunnel will prioritize escalated inquiries and aim to resolve them within two business days, though resolution times are not guaranteed.

7. Updates to this Support Policy

GFunnel may update this Support Policy to reflect changes in the Services, support processes, or business needs. Updates will be posted at https://www.gfunnel.com/support-policy, with the "Last Updated" date revised. You will be notified of material changes via email or GFunnel platform notification. Continued use of the Services after updates constitutes acceptance of the revised Support Policy. If you do not agree with changes, you must notify GFunnel in writing within 30 days at onestop@gfunnel.com, and the prior policy will apply until the end of your current Term.

8. Contact Information

For support inquiries or questions about this Support Policy, contact GFunnel at:

  • Email: onestop@gfunnel.com
  • Mail: GFunnel Business LLC, 5830 E 2nd St Ste 7000 #13094, Casper, WY 82609
  • Phone: +1 833 455 5538