Direct AM contact
Direct AM contact for account status questions, scope clarifications, and process updates.
Trust / Support
Support Scope and Escalation Boundaries
This page defines what Portcast support covers, what escalation paths exist, and what is outside the scope of Portcast's role — so you know what to expect before and after the engagement begins.
What Portcast support covers
Structured escalation management
Structured escalation management for account issues that occur within the engagement period.
Appeal coordination
Appeal coordination for qualifying situations — as defined in your service agreement.
Documentation and communication support
Documentation and communication support during platform review processes.
Account health monitoring
Account health monitoring (for clients with ongoing operations support).
What is outside Portcast's control
Platform decisions
Platform decisions are made by the platform — not Portcast.
- Meta, Google, TikTok, and other platform account approvals and rejections
- Appeal outcomes — Portcast coordinates; the platform decides
- Policy changes that affect account eligibility after the engagement begins
- Review timelines — Portcast cannot accelerate platform review processes
Portcast's role
Portcast's role is to manage the workflow and communication as effectively as possible.
- We cannot guarantee the outcome of any platform decision.
- We do not override platform reviews or policy enforcement.
How escalation works
A defined escalation path keeps the engagement structured even when issues arise.
Contact your AM directly
They are your first point of contact for all account issues.
Situation review
Your AM reviews the situation and determines whether escalation within Portcast's scope is possible or whether the issue requires platform interaction.
Platform interaction if required
If platform interaction is required, your AM manages structured communication with the platform on your behalf — within the scope of your service agreement.
Talk to our AMOutcome and next-step recommendation
Outcome is reported back to you with a next-step recommendation.
How to reach Portcast support
Primary contact
Your assigned AM via the channel established during onboarding.
General inquiries and new client inquiries
General inquiries: info@portcastmedia.com. New client inquiries: use the contact form or quote request form — your AM will be assigned after fit review.
info@portcastmedia.comReady to move?
Questions about what support applies to your situation?
Your AM can confirm what's within scope for your platform and account type before you commit.