Support and Communication Policy

LeadAttractor is committed to providing clear, timely, and effective support to ensure a seamless experience with our platform. Please review these guidelines carefully.

How to Submit a Support Request

Support requests must be submitted exclusively through the following official channels:

• Email: [email protected]

• In-App Support Chat Widget: Accessible directly from your LeadAttractor dashboard

When requesting support, please provide:

• A Loom video walkthrough demonstrating your issue (highly recommended), or

• A detailed written description of your issue or question

• The name and contact information for the person experiencing the issue

• Any relevant details or steps to help our team resolve your request quickly

Support Request Process

Step 1: Initiate Your Request
Send a message through the in-app support chat or email us at any time. For the fastest service, include a Loom video, a detailed written description, your contact name, and any details that help us resolve the issue quickly.

Step 2: Written & Video Support
Our team will respond with clear written instructions, documentation, or a Loom video walkthrough. If more clarification is needed, we may request additional details or a Loom video from you.

Step 3: Live Assistance (if needed)
If the issue isn’t resolved with written or video support, we may schedule a Zoom call to provide live assistance.

Note: Live phone support is not offered. Written and video communications help us track and resolve requests efficiently.

Included Support (No Additional Cost, Within Plan Limits)

Your subscription plan includes monthly support minutes at no additional cost. These minutes reset each month on your billing renewal date. Within your included minutes, you receive assistance for:

• Questions about existing features and your current account setup

• Troubleshooting LeadAttractor platform issues (excluding user-created errors)

• Basic navigation and “how-to” usage

• Clarification of features or instructions via chat or Loom video

• Bug identification and platform issue resolution

• Help configuring features already included in your account

Monthly Included Support Minutes (reset on your billing date):

• Business Builder: 180 minutes/month

• Professional: 60 minutes/month

• Starter: 0 minutes/month

If you exceed your included minutes, additional support is billed as consulting at $100/hour, subject to approval.

Weekly Open Support & Consulting Call (Included)

As a LeadAttractor subscriber, you have exclusive access to our Weekly Open Support & Consulting Call:

• Every Wednesday, 3–4 PM PST (subject to change)

• Group Zoom call for open Q&A, troubleshooting, consulting, and integrations

• Questions are addressed in the order received; some sessions may focus on a single complex issue if needed

• $400 monthly value included at no extra cost

• You’ll receive a weekly email with the Zoom link to join

Consulting Services (Billable at $100/hour)

Consulting services provide personalized strategic support, including:

• Live planning sessions via Zoom

• AI prompt development or advanced automations

• Personalized training or coaching

• Custom business-specific requests

• Business Development

• Business Coaching

• Business Planning and Guidance

You may request consulting services anytime through official support channels. Sessions require approval and are scheduled in advance.

Integration Services (Billable at $100/hour)

Integration services cover connecting LeadAttractor to other systems, including:

• Setup with external tools (Zapier, APIs, third-party platforms)

• Adding New Lead Sources

• Adding New Employees into workflows and triggers

• Adding New Calendars

• Importing and Exporting Contacts

• Adding Contacts to Workflows

• Troubleshooting integrations and Connections

• Creating workflows

• Customizing existing workflows

• Advanced workflow modifications

Integration projects must be pre-approved, planned, and prepaid before work begins. Requests can be made anytime through support; we’ll follow up for scope and scheduling.

Done For You (DFY) Account Setup – Service Inclusions

As part of onboarding, you may choose our Done For You (DFY) Account Setup. For a one-time fee, LeadAttractor will handle all of the following for you, so you can focus on your business:

• A2P 10DLC Registration:
  We'll submit your A2P Registration to ensure your business can send SMS and MMS legally.

• Business Information Setup:
  We’ll input all your essential business information into LeadAttractor.

• Data Migration:
  Seamlessly transfer your existing data to LeadAttractor without losing valuable information. (Up to 5000 contacts included)

• Email Configuration:
  Setup email servers to keep you out of the Spam folder.

• Custom Link Setup:
  We'll set up your personalized URL for a branded link.

• Domain and Website Setup:
  Set up and connect your domains and prebuilt websites to capture leads.

• Workflow Setup:
  We'll make sure all your workflows and notifications are set up correctly to ensure your success.

• Lead Source Integration:
  Integrate all your lead sources and set up notifications for your team.

• Calendar Setup:
  Configure calendars for easy appointment scheduling.

• Settings Optimization:
  Fine-tune settings for smooth operations.

• Chatbot Setup:
  We'll set up your chatbots to engage with leads 24/7.

• Integration Setup:
  Ensure seamless integration with your existing lead sources. (Up to 5 integrations included)

• Staff and Call Routing Setup:
  We'll set up your team logins and call routing to make sure you get started quickly. (Up to 5 team members included)

• Personalized Training:
  Three (3) one-hour sessions to guide you through using LeadAttractor and ensure you’re comfortable with your new setup.

DFY Setup Turnaround:
All services described above are typically completed within 72 business hours of receiving all required business information, account credentials, and platform access from you, the client. Delays in providing requested information or access will extend the setup timeline.

DFY Support:
The DFY fee is a one-time charge and covers only the services described above. Any additional customization, integration, or ongoing consulting may be subject to additional fees as described elsewhere in these Terms.

For questions about your DFY setup or further clarification on any service provided, please contact [email protected].

Important Policy Notes

• LeadAttractor reserves the right to refuse any service or support request at our sole discretion.

• Support is a privilege as part of your subscription—not an entitlement.

• Abusive, disrespectful, inappropriate, threatening, or repeated attempts to bypass our support process will not be tolerated. Such actions may result in support limitation or termination, with or without notice.

• All time spent on support—including requests from your team—counts toward your monthly included minutes, which reset on your billing date each month.

For questions or clarification regarding this policy, contact [email protected]

Thank you for helping us maintain a positive and effective support experience.