Purpose

Clear communication is the foundation of effective leadership at Surge. With multiple departments, partners, and member tiers, it’s essential that information flows efficiently, accurately, and professionally across all levels of the organization.

The purpose of this document is to ensure that all communication between Surge leadership, Mentors, and members remains organized, respectful, and aligned with company operations. By using the correct channels, leaders can resolve issues faster, prevent confusion, and maintain a consistent message across the network.

Core Communication Principles

All Surge communications should follow these five principles:

Principle	Description
Clarity	Communicate simply and directly - avoid assumptions or vague requests.
Respect	Treat every interaction as professional and mission-aligned.
Timeliness	Respond promptly and follow up when issues are resolved.
Transparency	Share accurate information; avoid speculation or misinformation.
Containment	Use the right channel for the right purpose - avoid crossposting or duplicating requests.

Official Communication Channels

1. Email: [email protected]

The official communication hub for all company-wide inquiries. Use this address for:

System or platform issues
Commission or payout questions
Policy, compliance, or documentation concerns
Leadership or project escalations

Every email sent to this address is logged and tracked to ensure accountability and timely response.

2. Spark (In-App Chat)

The built-in support chat (bottom-right corner of the platform) connects you directly with Surge’s AI assistant, Spark, and live support team. Use this for:

Quick questions about features or functions
Information that you know is somewhere in these help docs... :)
Status updates on support tickets
Troubleshooting dashboard or system access issues

If the AI cannot resolve your issue, it will automatically escalate to a human support representative.

3. Surge Group Chat

For day-to-day coordination between Surge leadership and Mentors. Use this channel for:

Announcements and updates from the executive team
Team coordination and event reminders
Sharing best practices or leadership wins

Do not use team or company-wide chat threads for:

Commission disputes
Client-specific discussions
Private performance matters

Keep messages concise, relevant, and respectful of others’ time.

4. Weekly Training Meetings

Surge hosts three training calls each week: Tuesdays, Thursdays, and Fridays - as outlined here. Attend these sessions to get answers to and questions about sales strategy, marketing or lead generation, project workflows, and partner offers.

5. Monthly All-Hands & Town Halls

Hosted Thursdays at 3 p.m. Eastern, these sessions share high-level company updates, guest speakers, and community recognition. Leadership should encourage all team members to attend and take notes for follow-up discussions.

6. Confidential Leadership Channels

Certain discussions - such as executive projects, partnership negotiations, or legal topics - may occur through private email threads or secure platforms. Only authorized participants may access these. Do not forward or share internal discussions outside the intended group.

Communication Etiquette

Always include context when messaging leadership - e.g., deal name, client initials, or relevant document links.
Avoid sending the same message across multiple channels (choose one).
Use descriptive subject lines for emails (“Need guidance: [Project/Issue]”).
Assume good intent - we’re all working toward the same mission.
Keep tone professional and mission-focused, even when addressing challenges.

Escalation Pathway

Level	Issue Type	Escalate To
Tier 1	Platform or account issue	Intercom → [email protected]
Tier 2	Commission, payout, or project delay	[email protected]
Tier 3	Compliance or policy violations	[email protected]
Tier 4	Interpersonal conflict or dispute	CPO or your Mentor/Sponsor
Tier 5	Strategic or confidential matters	CEO (by appointment)

When escalating, include a short summary of steps already taken and attach any relevant screenshots or documents.

Summary

Channel	Use For	Contact / Location
Email	Team support, documents, or payout issues	[email protected] [email protected]
Intercom Chat	Quick help or troubleshooting	In-Platform (bottom right)
Surge Group Chat	Team coordination, ideas, and announcements	WhatsApp (soon to be in-platform at "Team" tab)
Weekly Training	Operational updates, training, and strategy	Shared Google Calendar or "Calendar" tab in-app
Town Halls	Company-wide updates	Thursdays @ 3 p.m. ET
Confidential Threads	Executive or sensitive topics	Restricted access