Sunrise Marketing Support Policy
Effective Date: July 1, 2026
Our Commitment
At Sunrise Marketing, we are committed to providing responsive, practical support to help our customers get the most value from our products and services. Our goal is to resolve issues efficiently, answer questions promptly, and help your business continue to operate smoothly.
How to Request Support
Support requests may be submitted through:
- Phone
- Scheduled virtual meetings
- Customer support forms when available
To help us respond quickly, please provide as much detail as possible regarding your question, issue, or request.
Standard Support Hours
Standard support is available during normal business hours:
Monday – Friday
8:30 AM – 5:00 PM Eastern Time
Requests received outside of normal business hours will be addressed on the next business day.
Holiday schedules may vary throughout the year.
What Is Included in Standard Support
Standard support is included for active customers receiving ongoing services from Sunrise Marketing.
Examples include:
- Assistance accessing your account
- Mobile app support and troubleshooting
- Website troubleshooting
- Newsletter and email marketing assistance
- User training and guidance
- Technical issue investigation
- Questions regarding features and functionality
- Basic content updates and corrections
- Assistance with platform configuration
- Support related to AI-powered tools and assistants
What May Require Additional Fees
Some requests fall outside the scope of standard support and may be billed separately.
Examples include:
- Major website redesigns
- New page creation
- Large-scale content entry
- Graphic design projects
- Custom programming or development
- E-commerce configuration
- Data migration projects
- Extensive AI training and customization
- Emergency after-hours support
- Consulting projects
- Marketing strategy development
- On-site visits
If additional charges may apply, Sunrise Marketing will discuss estimated costs before work begins whenever possible.
Response Time Goals
While response times may vary based on workload and project complexity, our general goals are:
| Priority | Typical Response Goal |
|---|---|
| Critical Service Outage | Same Business Day |
| Website or App Issue | Within 1 Business Day |
| General Support Request | Within 1–2 Business Days |
| Enhancement or Feature Request | As Scheduling Permits |
Response times are goals and not guaranteed service levels.
Emergency Support
Emergency support is reserved for situations that significantly impact business operations, such as:
- Website outages
- Mobile application outages
- Hosting failures
- Critical system failures
Emergency support requests may be prioritized ahead of routine requests.
After-hours support may be subject to additional fees.
Third-Party Services
Many Sunrise Marketing services rely on third-party providers including:
- Apple
- Meta (Facebook and Instagram)
- WordPress
- WooCommerce
- Hosting providers
- Payment processors
- AI technology providers
Sunrise Marketing will assist customers in working through third-party issues when possible but cannot guarantee response times, functionality, or policy decisions made by third-party providers.
Customer Responsibilities
Customers can help ensure efficient support by:
- Maintaining current contact information
- Providing accurate project details
- Reviewing proofs and approvals promptly
- Keeping account balances current
- Maintaining access credentials when applicable
- Providing timely responses when support information is requested
Accounts with Outstanding Balances
Support services may be limited or suspended for accounts with overdue balances.
Sunrise Marketing reserves the right to suspend support, hosting, websites, mobile applications, newsletters, and related services for accounts that remain unpaid beyond established payment terms.
Feature Requests and Product Enhancements
We welcome suggestions for new features and improvements.
Customer feedback plays an important role in shaping future enhancements to our platforms and services. Submission of a feature request does not guarantee implementation.
Contact Us
Questions regarding this Support Policy may be directed to Sunrise Marketing through the contact information available on our website.
We appreciate the opportunity to support your business and look forward to helping you succeed.