📘 CT-SOP-119.1.19 — Public Help Center Governance & Document Publishing SOP

Effective Date: July 27, 2025 Applies To: CLO, Support Leads, Legal Ops, Collab Portal Admin, Partner Success Team Review Cycle: Quarterly or after any platform-wide update Related Legal Depot Sections: Section 4.26, All SOP Indexes, Terms & Policy Directives

1. Purpose

To ensure that every document published in the CrownThrive Help Center—whether legal, instructional, or support-focused—meets quality standards, reflects current policy, and is reviewed by responsible parties before becoming publicly accessible.

2. Scope

This SOP applies to:

• All platform-facing policies (e.g., refund terms, affiliate rules, verification)
• SOPs approved for public display
• FAQs, platform announcements, and onboarding guides
• Partner-facing guidelines and how-to documents

The Help Center serves both members and partners, and is treated as an official legal/public reference site for CrownThrive, LLC.

3. Content Types & Sources

4. Document Lifecycle

4.1 Drafting

• Content created in Google Docs, Notion, or Markdown
• Drafts tagged by author, platform, and document type
• Internal version submitted to:

4.2 Review

• Legal: Checks for compliance, accuracy, and tone (if policy/SOP)
• Support: Checks for clarity, broken links, formatting
• CTO: Reviews technical guides or integrations
• Final sign-off by responsible department head

4.3 Publishing

• Content added to the Help Center via admin panel
• Tags and categories applied (e.g., CrownRewards, Legal, Getting Started)
• Timestamp and version noted in footer or doc header

4.4 Archiving or Updating

• Outdated content is:
• Archived to "Legacy" category or hidden from view
• Replaced with updated version using same doc ID
• Archived docs include:
• Date of sunset
• Redirect to current version (if applicable)

5. User Experience Standards

✅ No content is center-aligned ✅ All legal documents include:

• Effective date
• Last updated date
• Contact link ✅ SOPs and policies use clear section headers (H2, H3 format) ✅ Visual aids (tables, icons, accordions) used where helpful ✅ Mobile readability required

6. Emergency Edits

If a document needs urgent correction (legal, factual, security-related):

• CLO or CEO may bypass standard review temporarily
• Post must include “[Updated for Accuracy]” tag until formal review completed
• Full version audit still logged

7. Escalation Contacts

8. Compliance Markers

✅ All Help Center content versioned and timestamped ✅ Public SOPs reflect the latest internal updates ✅ Legal policy pages approved by CLO or delegated lead ✅ Archived docs still accessible in Legacy folder ✅ Internal + public documents synced to Collab Portal master index

9. Version Control

• Version: 1.0
• Last Updated: July 27, 2025
• Maintained By: CLO + Collab Portal Admin
• Next Review Due: October 2025