Weekly Response Time: Ongoing Financial Guidance When You Need It

Overview

The Gold Program includes structured communication through the client portal, with a weekly response time standard for questions, requests, and follow-ups.

This ensures all communication is tracked, organized, and addressed within ABBL’s workflow system—supporting accuracy, accountability, and consistent service delivery.

How Communication Works

All client communication is managed through the client portal, which serves as the primary communication channel.

When a message is submitted:

• Messages are acknowledged as received as soon as possible

• Full responses or resolutions may take up to one (1) business week, depending on complexity

This structure allows the team to properly review, research, and respond within the context of your bookkeeping and reporting workflows.

Response Time Standard

• Acknowledgement: typically same day or next business day

• Full response or resolution: within 1 business week

Some inquiries may be resolved sooner, while others may require internal review or coordination across team members.

Why a Weekly Response Model Is Used

The Gold Program operates on a weekly workflow cycle, which means:

• questions are addressed in alignment with bookkeeping and review processes

• responses are based on the most current and accurate financial data

• work is completed thoughtfully rather than reactively

This approach prioritizes accuracy and completeness over speed.

When Faster Support Is Needed

If more immediate discussion is required, clients may:

• Schedule a live meeting using the included weekly meeting time

• Request additional meeting time (subject to availability and additional fees)

Live meetings provide the most efficient way to address time-sensitive or complex topics.

What’s Not Included

This feature does not include:

• Real-time or instant messaging responses

• Same-day guaranteed resolutions

• Continuous back-and-forth communication outside structured workflows

• Unlimited communication across multiple channels

Email Communication Option (Add-On Service)

The Gold Program is designed to operate primarily through the client portal.

Clients who prefer email communication may:

• Elect to add the Email Communication Add-On Service

• Agree to associated release of liability terms related to communication outside the portal system

The portal remains the preferred method for ensuring accuracy, tracking, and team visibility.

Client Responsibilities

To ensure efficient communication, clients are expected to:

• Use the client portal as the primary communication channel

• Provide clear and complete questions or requests

• Respond to follow-up questions in a timely manner

• Use scheduled meetings for more complex discussions when appropriate

Internal Team Execution Standard

Internally, ABBL is expected to:

• Monitor portal communication consistently

• Acknowledge messages promptly

• Provide accurate and complete responses within the weekly timeframe

• Coordinate internally when multiple team members are involved

Scope Boundaries & Escalation

This feature may move beyond standard scope when:

• communication becomes excessive or unstructured

• requests require extensive research or advisory-level input

• multiple follow-ups are required due to incomplete information

In these cases, ABBL may:

• recommend scheduling a meeting

• apply additional service time

• recommend upgraded service levels

Why This Matters

Structured communication ensures:

• nothing is missed

• all requests are tracked

• responses are accurate and complete

This creates a more reliable and professional experience compared to fragmented or real-time communication.

The Bottom Line

The weekly response time standard ensures your questions are addressed thoughtfully and accurately within a structured system—providing reliable communication while supporting consistent, high-quality service delivery.