Support SOP
The promise
Section titled “The promise”- Response usually within 24 hours of a contact-form submission or email. No 24/7 SLA. Most questions answered the same business day.
- Support is by email:
justin@tiltanalytics.com. The contact form is for new business only and must not be surfaced for support.
Free vs paid
Section titled “Free vs paid”| Free (included for the life of the license) | Paid (hourly) |
|---|---|
| 1 hour of complimentary setup help on the first project | Inputting a client’s specific project (Zoom alongside the client) |
| “What does cell C5 do,” “how do I enable macros,” “why is this row red” | Analyzing results, running scenarios, investor walkthroughs |
| General “is this working correctly” diagnostics on the standard build | Walking investors through the model on Zoom |
| The 20-minute walkthrough video | Model customizations |
| OM and pitch-deck preparation | |
| Debugging a one-off error inside a customized build |
The dividing line: questions about the standard model and how to operate it are free. Work on the client’s specific deal, or a bug inside their customized build, is paid hourly.
Not offered
Section titled “Not offered”No training courses, no certifications, no multi-week onboarding programs.
Routing rules
Section titled “Routing rules”- New business (pricing, scoping, buying intent, competitor comparison, “how do I start”): contact form and Justin’s email.
- Support (model questions, troubleshooting, post-purchase help): Justin’s email only.
- Legal/tax/investment advice: decline and recommend a qualified professional. No TILT contact path needed in that answer.
- A specific cell error in the client’s own build: route to paid hourly. Tell the client to email Justin, attach the .xlsx, and give the exact sheet and cell reference so he can resolve it in one round.
What makes a support email fast to resolve
Section titled “What makes a support email fast to resolve”When escalating a model issue, the client should include: the model file as an attachment, direct cell/sheet/output references, OS (Windows/Mac), Excel version, a screenshot of the error, and which troubleshooting steps were already tried. See Common issues for the standard fixes to try first.