Support & FAQ.

Pulse delivers in 3 business days from the date of payment. SXO Audit in 5 business days. Enterprise in 10 business days. The clock starts the moment Stripe confirms payment; you receive a kickoff email at that point.

If we miss the published window by more than two business days for reasons within our reasonable control, you get a 10% credit against a future engagement or a corresponding refund, your choice (Terms of Service §4.6).

All deliverables arrive by email when the audit completes:

• Printable audit report PDF as an attachment (every tier).
• Schema Pack zip of paste-ready JSON-LD (JavaScript Object Notation for Linked Data) blocks (every tier).
• Interactive Playbook web hub at a private URL we host for 12 months (Audit and Enterprise tiers only).

No login is required; the Playbook URL itself is the credential. Treat it as you would a confidential document and only share with people you want to grant access to.

There is no live progress dashboard in v1. You receive three confirmation emails:

1. Scope confirmation immediately after intake (asks you to verify the brands, URLs, buyer questions, and tier).
2. Kickoff confirmation when Stripe confirms payment (audit clock starts).
3. Final delivery when the audit completes.

If anything stalls or you have not heard from us in 2 business days during the audit window, send us a note via the contact form below.

Yes, before payment posts. Just reply to the scope-confirmation email with the changes; we re-issue the scope email and the invoice. After payment, scope changes are handled case by case as a separately scoped engagement.

Case by case. The cleanest path is to send a note via the contact form. If the audit has not started yet (no automated crawling has begun), an upgrade is straightforward and we credit what you paid against the new tier. Downgrades after work has commenced are handled per the refund clause in Terms of Service §4.5.

Yes, with caveats:

• Adding a brand to an in-flight Enterprise audit (currently 1 or 2 brands, not yet at the 3-brand cap) before delivery: reply to the scope email and we re-issue the invoice for the additional scope.
• Adding a fourth brand to an Enterprise audit (already at the 3-brand cap): a separately scoped engagement at the per-brand rate.
• Adding any brand after delivery: a new engagement (Terms of Service §4.7).

Audits are non-refundable after work has commenced. We define "work commenced" as the earlier of (a) the start of automated crawling on the audited brand's site, or (b) 24 hours after Stripe confirms payment.

If we cannot deliver due to circumstances within our reasonable control (for example, a sustained pipeline outage that prevents delivery within 30 days of payment), you can elect either a partial refund reflecting work not yet completed, or delivery when reasonably possible.

After delivery, you have a 7-business-day Defect Notice window for material defects in scope or execution. Full text in Terms of Service §4.5 and §4.7.

If we miss the published turnaround by more than two business days for reasons within our reasonable control, you get either a 10% credit against a future engagement or a corresponding refund, your choice. SLA credits and refunds do not stack with the §4.5 partial-refund clause; the combined remedy never exceeds 100% of the engagement fee. See Terms of Service §4.6.

We run your buyer questions against four large language model (LLM) engines:

• ChatGPT (OpenAI)
• Perplexity
• Gemini (Google)
• Claude (Anthropic)

We also run brand-presence checks on Bing organic and Google AI Overview. On the SEO side we cover SEO + AEO + GEO + entity / Knowledge Graph signals + off-site presence (citations, mentions, third-party reviews). Specific signals graded depend on tier; see the Services page for the deliverable breakdown.

For each buyer question, we count how often each LLM engine cites your brand by name versus how often it cites each named competitor. We score the share both per-engine and aggregated across the four engines.

The Playbook (Audit and Enterprise) shows the per-prompt detail; the report PDF summarizes the aggregate. We do not score against unnamed competitors or general industry references; those are noted but not scored.

Common reasons we did not surface a finding you expected:

1. The URL was not in the audit set we crawled (each tier caps URLs; see Terms §3 and the Schema Pack notes).
2. The prompt phrasing did not trigger the engine to cite the topic. LLM responses are non-deterministic across runs; the same prompt can return slightly different results minutes apart. We capture a single representative session per prompt; not every plausible angle.
3. The signal is real but lives in a deliverable section you have not opened yet. Try the Findings tab in the Playbook and the Schema Pack zip.
4. The signal exists but does not meet our scoring threshold. We explicitly de-prioritize trivia-grade findings to keep the backlog tractable. The Playbook Library tab covers planned-but-not-flagged checks educationally.

If you believe we missed something material, send a Defect Notice via the contact form within 7 business days of delivery per Terms §4.7 and we will review.

For most B2B brands, every 6 months is the right cadence. For fast-moving categories or sites doing active SEO work, quarterly. LLM engines and search algorithms change continuously and unpredictably (see Terms §6.8); a finding that was true at audit time may shift in 60-90 days as platforms update. Re-audits are separately scoped paid engagements at the same tier prices.

No. We hand off a prioritized fix backlog with implementation guidance, but we do not execute the fixes ourselves. The Playbook includes paste-ready JSON-LD blocks for the schema pack, draft copy improvements, and URL-level remediation hints; you or your existing agency execute.

This is a deliberate scope choice. It lets us audit without the conflict of interest of also being the implementer, and it keeps the engagement to a fixed scope and a fixed price. If you need an implementation partner, the Playbook handoff section names the rough categories of expertise the work requires (technical SEO engineer, schema specialist, content editor) so you can hire accordingly.

Email [email protected] with the subject "Customer Content deletion". This is a direct legal-action route, not the contact form, because it triggers a specific GDPR / CCPA process timeline.

We acknowledge within 5 business days and complete the deletion within 30 business days, across our CRM, the email-delivery service's message logs, the intake API's operational storage, and our email threads. Materials we are required or permitted to retain (paid invoices, tax records, anything under legal hold) are kept for the period the law requires (typically up to 7 years for financial records).

Full text in Privacy Policy and Terms of Service §5.6.

Stripe checkout: card or ACH. We do not accept checks, wires outside Stripe, or PO-based billing. Stripe sends a receipt automatically. If you need an invoice PDF in advance, the scope-confirmation email links to a downloadable invoice PDF before you pay.