How to Upgrade a Clients Services

Purpose

To ensure all client service upgrades are executed smoothly and consistently — across Sales, Support, and Marketing — including agreement handling, billing adjustments, and onboarding of new services.

Scope

This SOP applies to all SWEAT clients upgrading from one service tier to another (e.g. Start → Scale, Sprint → Scale).

Definitions

• Upgrade Board: A dedicated Monday.com board created to manage the onboarding of newly added services after an upgrade.
• Live Date: The Monday on which the new services begin and new billing cycle starts.
• Pre-Live Window: The 6-day period prior to the Live Date (Tuesday–Sunday) when old services are cancelled and new ones are scheduled.

Roles & Responsibilities

Prerequisites

• Upgrade agreement has been signed in Ignition
• Upgrade start date (Live Date) has been set
• Support has been notified of signed agreement and start date

Triggers

• Client signs the new services agreement in Ignition
• Zapier triggers creation of Upgrade Board in Monday.com

Step-by-Step Process

Agreement Signed

1. Sales confirms start date with the client
2. Sales sends the agreement via Ignition
3. Upon signing, Support is notified via Google Chat to proceed

Acknowledge & Begin Setup

1. Upgrade Begun Email is sent automatically to the client via Help Scout confirming upgrade is underway
2. Upgrade Board is automatically created in Monday.com using a template

3. Edit the Upgrade Board groups to reflect the client’s movement:

   START > SPRINT - no change necessary

   START > SCALE - no change necessary

   SPRINT > SCALE - remove Google Business group

4. Tasks in the Upgrade Board are automatically assigned to the Support Specialist
5. Support Specialist allocates dates to all tasks the in Upgrade Board

Onboard New Services

1. All tasks in the Upgrade Board are actioned by the Support Specialist
2. Ensure full setup of SMS, Email Marketing, GMB, or other services

Adjust Billing (Pre-Live Window: 6 days prior to live date)

1. Support Specialist logs into Ignition
2. Cancels all current services tied to the previous package

Send Billing & Scheduling Confirmation to Client

1. Support Specialist sends Upgrade Complete Email to the client in Help Scout confirming:
   1. New services are all setup
   2. New services go live on [Date]
   3. Billing has been aligned accordingly
2. Support Specialist needs to CC marketing@sweatdigital.com into the email

Notes

• Use the 6-day pre-live window to cancel old services so weekly billing is not discrupted
• All client emails are to be sent before the Live Date — never after

Tools Used

• Ignition – Agreement & Billing
• Monday.com – Upgrade Board & Task Management
• Google Chat – Internal communication
• Help Scout – Client-facing communication

Templates