Support
Published response times, and a named human behind them
Support should not depend on how loudly you complain. Every request is logged against a severity level with a response time we publish here, and your named strategist is accountable for it.
- Same working day on anything live and broken
- Named strategist plus a senior escalation contact
- Every request logged and visible in your monthly report
- No charge for fixing our own mistakes
Severity levels and response times
Send anything to support@firstpersonmarketing.com and we assign the level. If you disagree with the level, say so and we review it immediately.
- Level 1 · Revenue at risk
- Site down, checkout broken, tracking dead or spend running unchecked. Response within 2 working hours, worked continuously until stable.
- Level 2 · Performance degraded
- A campaign underperforming, a flow not sending, a page failing. Response same working day, fix within 2 working days.
- Level 3 · Change request
- New creative, a landing page, a new audience or a scope adjustment. Response within one working day, scheduled into the shipping calendar.
- Level 4 · Question
- Anything about reporting, invoices or strategy. Written answer within one working day.
What happens when something breaks
The same four steps every time, so nothing depends on who happens to be online.
01 · Within minutes
Contain it
Anything spending money is paused first. We stop the bleeding before we investigate the cause.
02 · Same day
Tell you plainly
What broke, what it likely cost, what we have already done and what we need from you, in writing.
03 · 1 to 2 days
Fix and verify
The fix is tested against real data, not assumed. We show you the verification, not just a confirmation.
04 · Within a week
Prevent it
A short post-incident note with the cause and the specific control we have added so it cannot repeat.
Self-serve first
Most questions are answered in your dashboard
Spend, revenue, cost per acquisition, the test log and the shipping calendar are live and open to you at all times. If a number looks wrong, send the exact view and time you are looking at and we can usually explain it in one reply.
- Live dashboard, no month-end wait
- Shipping calendar showing what is next
- Test log with every result, including failures
- Invoice history and current scope always available
Common requests
- Pause my plan
- Available for up to 60 days once every 12 months. Email support and we confirm the pause and restart dates in writing.
- Change plan level
- Up or down, effective from your next billing date. We reissue the scope and milestones so nothing is assumed.
- Cancel
- 30 days written notice, any month. You receive a handover pack and a call, and nothing is switched off behind you.
- Billing query
- Email billing@firstpersonmarketing.com quoting the invoice number. Disputed amounts are held, not chased, while we check.
- Access and permissions
- We grant and revoke access from your accounts on request. We never hold your passwords, so nothing needs resetting.
- Data deletion
- Email privacy@firstpersonmarketing.com. We delete and confirm in writing, normally within 5 working days.
Audit and signup requests
Quote your 10 digit reference and we find you instantly
Every audit and subscription request is stored with a unique 10 digit reference and a status, so you can ask where yours is at any point. Nothing is lost between a form and an inbox.
- Reference number shown on your success screen
- Statuses include received, in review and report sent
- Ask us to delete the record at any point
- We never email asking for card details or logins
Not a client yet, but need an answer?
Take the free audit and a senior marketer answers your specific question in writing, alongside the report.
Escalations and complaints are handled on the contact page.