Service Level Agreement (SLA)
Last updated: 01-12-2025
Support Response Times
– Normal enquiries: 24–48 hours
– High-priority requests: Same business day
– Weekend responses: Limited availability
Delivery Timelines
– Websites: 2–6 weeks
– Chatbots: 5–10 days
– Automations: 10–21 days
– Content engines: 7–14 days
Communication Channels
– Email
– WhatsApp/Slack
– Scheduled calls
Escalation Process
Email escalation request
Reviewed by lead consultant
Response within 72 hours
Limitations
Does not cover:
– Issues caused by third-party outages
– Work outside project scope
– Delays caused by missing client inputs