Support docs
Guides for working with Mithril.
Six short guides for the things clients do most, so every request arrives with what we need to act on it.
Something broken right now? Send an urgent request
Guide 015 steps
Get ready for onboarding
Every plan starts the same way: we look before we touch anything. A little preparation on your side means the first month goes into the work, not into chasing files.
In the first 30 days we get access to your accounts, agree what a good lead looks like, run your first Lumen audit and rank what to fix first. On Pro and Premium, your growth roadmap comes out of it.
Decide what you want more of
The services you most want to sell, the customers you want to reach and what matters most this quarter.
Describe a good lead
The jobs, areas and sizes your team wants, and the ones it turns away. Your sales team’s definition is the one we report against.
Put your brand files in one place
Logos, colors, fonts, approved wording and the photos you have the rights to use, in one shared folder.
Name who owns what, and who approves it
For your website, ads and analytics: who owns each account, and who signs off on the work.
Tell us what’s coming up
Launches, deadlines and decisions waiting on approval, plus any other agency or freelancer still working on your accounts.
No brief? That’s fine.
You don’t need a finished brief to start. If you’d like to write one anyway, our guide walks you through it.
How to write a marketing briefGuide 024 steps
Share access without sharing passwords
We work inside accounts your business owns. An invitation keeps each account in your hands. A shared password doesn’t.
Find out who controls each account
For your website, domain, analytics, ads and social profiles: whose name is each one in, and does a past agency or employee still control it? If you can’t get into one, tell us early, because getting an account back can take a while.
Invite us from inside the account
Use the platform’s own invitations or user roles. Don’t send a password by email, through the support form or in a message.
Give the access the work needs
We’ll ask for the accounts the work needs. Before you send an invitation, check that it’s going to the right address, with the access we agreed.
Keep a list, and check it
Write down who has access to what. When someone leaves or the work changes, go through the list again.
Never send a password
Passwords and payment details don’t belong in an email, a form or a message. If we need access to something, we’ll ask.
Your ad account stays yours
If we ever part ways, its history, conversion data and billing stay with you.
Guide 034 steps
Review and approve work
No page or post goes live without your sign-off, so the way you review sets the pace. Here’s how to keep it quick.
Check the facts first
We write it, but you know the business. Make sure the coverage, pricing and what’s included are right. That’s the part of the review only your team can do.
Send one reply
If several people review, collect their notes and settle any disagreements before you reply. Two conflicting replies mean another round.
Be specific about changes
Quote the words that need to change and say what they should say, or what’s wrong with them.
Say when it’s approved
A clear yes is what lets it go live. Your proposal sets the approval rounds.
Spend the most time on the first pieces
They set the voice, and the rest follow it. Pages you already like make a good reference.
Guide 044 steps
Request a change
A clear request helps us assess the work and start with the right information. Include the page, the change and the person who can approve it.
Point to the exact spot
The page address and the section: “the second paragraph under Our Services,” not “the services page.” For a file, its name.
Say what it should become
Paste the new wording, or describe the result you want and we’ll write it.
Attach what we’ll need
Images, files and logos, with confirmation that you have the right to use them. The support form doesn’t take attachments, so email them to support@
mithrilmarketingservices.com. Name the approver and the deadline
Who signs off, and any date it has to be live by.
Where a change fits
Updates, fixes and new pages go into your plan’s maintenance window. A bigger job, like a website build, is quoted as a project, with its own scope, price and schedule in writing before we start.
| Inclusion | Lite$650 / month | Pro$2,200 / month | Premium$3,800 / month |
|---|---|---|---|
| Website maintenance | Monthly window | Bi-weekly window | Weekly, priority queue |
| Project build discount | 5% | 10% | 15% |
Guide 055 steps
Report something that’s broken
The more we know up front, the less we have to ask before we start fixing it.
Customers can’t reach you right now?
Skip the guide. Send an urgent request and choose Critical.
Send an urgent requestChoose the priority
Pick the one that matches what the problem is doing to your business.
- Critical
- The website is down, or customers can’t reach you through it.
- High
- A key feature is broken, like a form, a booking tool or tracking.
- Normal
- Something is wrong, but the business can carry on.
- Low
- A question, or a small change that can wait.
Say where it happens
The page address, or the account if it isn’t on the website, and whether it happens on phones, computers or both.
Say what happened, and what should have
What you did, step by step, what you expected and what you saw instead. Copy any error message word for word.
Say when it started
When you first noticed it, whether it’s still happening or comes and goes, and anything that changed just before.
Send a screenshot if you have one
Cover up customer details and anything private first, then email it to support@
mithrilmarketingservices.com with your business name.
Keep private things private
Never send passwords, payment details or your customers’ private information. If we need access to something, we’ll ask.
Guide 065 steps
Ask about a number in your report
Two reports can both be right and still disagree, because they count different things or different dates. Most questions are answered by finding out which.
Name the number
Which report, which figure and which dates.
Say what you expected, and why
If you’re comparing it with another source, like your CRM, an ad platform or your sales records, name it and the dates it covers.
Check what each one counts
A visit, a form fill, a qualified lead and a sale are four different numbers. Every figure in our report says what it measures and where it came from.
Tell us the decision it affects
Moving budget, pausing a campaign, changing an offer: the answer should help you make that call.
Share an example
A screenshot or an export, with customer details removed.
Why the numbers rarely match exactly
A sale can land in a different month from its lead, and some calls have no recorded source. When reports differ, we compare their dates, definitions and attribution settings with your sales records, then document unresolved gaps.
| Inclusion | Lite$650 / month | Pro$2,200 / month | Premium$3,800 / month |
|---|---|---|---|
| Reporting | Monthly | Monthly, on demand | Monthly, on demand |
| Strategy calls | Not included | Quarterly | Monthly |
Not sure where it fits?
Tell us in your own words.
A person reads every request and replies. If something’s broken, the urgent form gets it to the team with what’s needed to fix it.