How To Submit Requests

Graphite runs as an extension of our client’s team. Whether scaling up, changing a key contact, or needing a copy of last month’s invoice, the Customer Success Specialist (CSS) is the primary point of contact for almost every request.

Below is a guide on the types of requests we handle and how to submit them.

Billing & Financial Requests

For questions regarding an account’s financial setup or history, reach out to the CSS for the following:

• Copy of an invoice: Request historical invoices for records or tax purposes.
• Questions about billing: Reach out any time a charge, date, or amount is unclear.

Payment method updates, such as a new bank or new credit card, are handled directly in Ignition, Graphite’s payment system. Clients don’t need to go through the CSS. Because payment method changes affect Graphite’s auto-draft/ACH process, please update information in Ignition as soon as the change happens to keep service uninterrupted. Reach out to the CSS for any issues.

Operational Support & Training

This section covers ongoing support and how Graphite works alongside the client’s team — workflow improvements, training for new hires, and visibility into our systems and practices.

Reach out for:

• Process optimization: Tell Graphite if a workflow feels off. We’ll look for ways to improve it through automation or better routing.
• Staff training: When new team members join, the CSS can coordinate training sessions to get them up to speed on how we work together. Tell Graphite about all key contact changes, so we can keep the right people looped in.
• IT and security walkthroughs: Graphite can walk clients through our systems, procedures, and policies in detail to explain exactly how client data is protected.

Software & User Management

Notify the CSS when there are changes to user access or integrations across the financial systems that Graphite manages on a client’s behalf, such as QuickBooks, Bill.com, and similar systems:

• A team member joins or leaves: Graphite will add or remove their access to the relevant systems.
• Loss of access to a Graphite-managed system: If login is unavailable or permissions have changed unexpectedly, flag it right away so access can be restored and the issue can be investigated.
• Adding a new tool or sales channel: When integrating Stripe, Shopify, or similar platforms, let Graphite know early so we can make sure the data flows cleanly into the books.
• Suspected security issue: When a client notices unauthorized access, a system breach, or suspicious activity on a Graphite-managed system, contact the CSS immediately. Graphite will pull in IT and take the steps needed to contain and resolve it.

Managing Service & Contracts

The CSS can help clients navigate changes to the partnership with Graphite as the business evolves.

• Adding new services: When a client is ready to expand scope, the CSS will walk through additional service offerings and pull in the right team.
• Contract renewals and adjustments: At renewal, terms can be adjusted based on volume changes, such as material shifts in transaction or work volume, or scope changes, such as whether Graphite should take on more or the client brings some tasks in-house.
• Pricing questions: If a price increase, renewal term, or invoice adjustment isn’t clear or doesn’t sit right, raise it with the CSS. Graphite will walk through the reasoning, look at the context, and work toward a resolution that reflects the value the client is getting.
• Cancellations: If a client needs to end the engagement, the CSS will manage the offboarding process and contract termination requirements. See How Pricing and Billing Works for the details.

Special & Custom Projects

Some work falls outside the scope of ongoing engagement and is handled as a Custom Project Engagement — priced and scoped separately from the recurring services.

Common examples:

• Creating an employee handbook
• Managing a complex audit engagement
• One-time financial cleanup or specialized reporting
• Ad hoc strategic financial analysis or modeling

Clients can talk to the CSS about additional projects. We’ll confirm whether it’s something Graphite can take on, and if so, provide pricing and timing for review.

How to Submit a Request

Email or Slack the Customer Success Specialist directly.

Tip: To help Graphite respond faster, include the specific category of the request in the subject line. For example, “REQUEST: Bank Account Change” or “REQUEST: Training for New Hire.”

What to Expect Next

Once the request is submitted, the CSS will:

1. Acknowledge receipt. Clients will hear back within one business day, Monday through Friday.
2. Gather requirements. For custom projects or contract changes, the CSS may schedule a brief call to confirm scope.
3. Provide a timeline. Clients will receive an estimated completion date or the date a change will take effect.

The CSS is the primary point of contact, but requests often route to the service delivery or specialist teams who handle the underlying work. Often when a client hears from someone new on the Graphite team, that’s why, but the CSS always stays in the loop and owns the outcome.

How Graphite Handles Urgent Requests

Most requests run on the turnaround described above. If something genuinely can’t wait — a payroll issue, a vendor threatening service, an audit deadline that just moved — flag it in the subject line as URGENT and include the deadline in the first line of the message. The CSS will prioritize accordingly and escalate internally if the request needs broader attention.

Resolution to a quick request relies on clear routing and timely context from the client. The more specific a client’s first message — what’s needed, by when, and why — the faster Graphite can respond and the cleaner the outcome.