Effective Date: July 25, 2025 Governing Entity: CrownThrive, LLC Applies To: All users, members, partners, instructors, service providers, affiliates, and investors Contact: [email protected]
1. Scope of Support
CrownThrive provides human and automated support across:
- Platform access issues (login, navigation, access errors)
- Billing, payment, or invoice support
- Onboarding and account setup
- Affiliate tracking or revenue discrepancies
- Partner placement and tier upgrade questions
- Legal or compliance inquiries
- Abuse reports or user disputes
- AI tool usage or prompt troubleshooting (NeuralCraft, ThriveTools, etc.)
Support may be delivered via:
- Email (via ticketing system)
- Live chat (business hours)
- Help desk knowledge base (SimpleBase)
- Priority routing (for higher-tier members)
2. Standard Response Times
Support response times are determined by plan tier and ticket type. The general framework is as follows:
| Tier/Status | First Response Time | Resolution Estimate |
| Free or Basic Users | 2–3 business days | Up to 5 business days |
| ThriveLaunch/Boost Plans | 24–48 hours | 3–4 business days |
| ThriveElevate+ | Within 24 hours | 1–2 business days |
| Enterprise/Venture Plans | Same-day (priority) | Within 24 hours |
| Urgent (security/legal) | Immediate escalation | Based on severity |
Delays may occur during major updates, platform launches, or peak campaign periods. Critical infrastructure issues are prioritized ecosystem-wide.
3. User Conduct Expectations
To maintain safety, respect, and efficient service, we ask all users to:
- Submit tickets with clear context and relevant links/screenshots
- Avoid abusive, threatening, or manipulative language toward staff or community members
- Use designated support channels instead of direct staff contact
- Abide by platform and program policies to avoid self-inflicted access issues
- Treat customer success staff and community moderators with courtesy and respect
Violation of these expectations may result in ticket closure, platform suspension, or permanent ban.
4. Partner & Instructor Expectations
Strategic partners, instructors, and high-tier members are expected to:
- Maintain communication through their assigned manager or portal
- Participate in check-ins, feedback sessions, or audits as required
- Avoid mass support requests via personal channels or social media
- Maintain confidentiality when viewing private backend or platform dashboards
Any breach of trust, negligence, or misrepresentation may result in paused payouts, revoked partner status, or termination of partnership agreements.
5. Ticket Escalation Process
If a user is unsatisfied with initial support resolution, they may request escalation. The escalation ladder is as follows:
- Level 1 – Assigned support agent
- Level 2 – Department lead (Billing, Legal, Technical, or Partner Ops)
- Level 3 – Executive Operations (case review within 3 business days)
All escalations are reviewed based on documentation, platform logs, and contract terms. Reversals or exceptions are not guaranteed and must be approved at the executive level.
6. Abuse, Harassment & Misuse
CrownThrive enforces a zero-tolerance policy for:
- Hate speech, slurs, or discriminatory remarks
- Harassment of staff, partners, or platform members
- Manipulation of referral systems, reviews, or public feedback
- Platform exploitation, hacking attempts, or data scraping
- Repeated submission of false claims or abuse reports
Accounts engaged in such activity may be suspended, terminated, or reported to legal authorities where necessary.
7. Platform Downtime & Force Majeure
While we strive for 99.9% uptime, CrownThrive is not liable for delays or failures caused by:
- Scheduled maintenance
- Third-party infrastructure issues (e.g., Stripe, hosting providers)
- Natural disasters or unforeseen technical events
- Cybersecurity threats outside of our control
Downtime will be communicated through status alerts, email, or dashboard banners when applicable.
8. Refunds, Credits & Service Failures
Refund requests are reviewed based on:
- The plan tier and payment method
- Length of service disruption or technical error
- Severity of the platform failure
- Communication from the user during the event
We may issue pro-rated credits, extensions, or refunds at our sole discretion. Abuse of refund systems will result in denial of future requests.
9. Legal Enforcement & Dispute Handling
All support-related issues are subject to the CrownThrive Master Terms of Use. In the event of unresolved conflict:
- We encourage mediation or internal case review
- Users may be asked to sign a release before further legal steps
- CrownThrive reserves the right to deny future access to individuals or companies involved in repeated abuse, bad faith, or contract breach
10. Version Control
Last Updated: July 25, 2025 Version: 1.0 Future versions will be tracked and archived within the Legal Depot.