Fanatical service — understanding our SLAs
Service level agreements in the agency world are often vague, buried in contracts, and rarely enforced. We take a different view.
SLAs should mean something.
Service level agreements in the agency world are often vague, buried in contracts, and rarely enforced. We take a different view. Our SLAs are specific, measurable commitments that we hold ourselves accountable to — and that you can hold us to as well.
What our SLAs cover
We define SLAs across three categories.
- Response time
- How quickly we acknowledge and begin investigating an issue.
- Resolution time
- The window within which we aim to resolve a confirmed issue.
- Communication
- How often and how clearly we keep you informed during an active incident or project.
Response and resolution targets vary by severity. A critical issue — your site is down or a security breach is suspected — receives the fastest response, typically within fifteen minutes during business hours and within one hour outside them. Lower-severity issues — a cosmetic bug, a content update request — are handled within longer but still defined windows.
Accountability and transparency
We track our SLA performance and share it with you. If we miss a target, we flag it proactively, explain why, and describe what we're doing to prevent a recurrence. We don't bury poor performance in monthly reports — we raise it. This level of accountability is unusual in the agency world, and it's one of the things our clients value most.
Our SLAs aren't designed to be comfortable for us. They're designed to give you confidence that your digital assets are being looked after to a standard you can rely on.
Thirty minutes. No pitch deck.
We'll tell you honestly whether we can help. If we can't, we usually know someone who can.
What the thirty minutes covers: what you're trying to grow, what's worked so far and what hasn't, and an honest view on whether we're the right team to own it.