What Support Includes vs What It Does Not

Support Articles
January 01, 2026•2 min read

What’s happening

Clients are unsure which requests Support can assist with.

Clients submit requests expecting hands-on changes, builds, or strategy work, and are unsure why Support redirects, limits, or declines certain requests.

This often shows up as questions about why an item was not completed or why additional approval, scope review, or payment is required.

Why this happens

Support availability and actions depend on your active plan and support scope.

Support is designed to:

  • Keep the platform running correctly

  • Troubleshoot errors or unexpected behavior

  • Explain how existing systems function

Support is not designed to replace implementation, consulting, or ongoing management unless explicitly included in your plan.

What to check

Review your current plan Support Policies inside the Support Center in your Gemini HQ account.

Before submitting a request, confirm the following:

  • Your current plan level and support scope

  • Whether the request is troubleshooting or new work

  • If the task requires design, copy, logic changes, or restructuring

  • Whether the request impacts live funnels, workflows, or billing

  • If the request is listed as an included service in your plan documentation

If the request changes how your system operates, it is likely outside standard support.

What Support does NOT include

Unless stated in your plan (see the Support Center in your account for details).

Support does not include:

  • Building new funnels, workflows, or automations

  • Copywriting, design, or offer creation

  • Strategy, optimization, or revenue planning

  • Reworking existing systems

  • Ongoing campaign management

These requests require a scoped project or upgrade.

What this does NOT mean

  • Support is not unavailable

  • Requests are not being ignored

  • Your account is not being deprioritized

It means the request falls outside the active support scope.

When to contact Support

Contact Support if something is not functioning as intended within your plan’s defined scope.

For next steps, review the Gemini HQ Support Center and Support Policies, as support availability and response scope vary by Support Plan.

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