// EXPECTATIONS

Support Expectations

A simple reference so response expectations are clear and assumptions stay aligned.

Office hours

  • Monday–Friday
  • 9:00 AM–5:00 PM ET
  • Observed holidays and planned closures are shared in advance

Response targets

  • Normal requests: within 1 business day
  • Urgent requests: same business day
  • Emergency reports: as soon as seen, including after-hours triage when possible

What counts as urgent

  • Time-sensitive launch task with a fixed deadline in the next 24–48 hours
  • Tracking, form, or booking flow issue causing immediate lead loss risk
  • Significant campaign-impact issue that needs same-day attention

What counts as emergency

  • Primary site is fully down or unreachable
  • Checkout, inquiry, or booking flow is completely broken
  • Security incident, malicious defacement, or active exploit

How to report issues

  • Use your active project channel (email thread or workspace)
  • Use this subject prefix for speed: [Normal], [Urgent], or [Emergency]
  • Include page URL, what happened, impact, screenshots, and deadline
  • For emergencies, include a callback number and best contact person

Support includes

  • Issue triage, diagnosis, and clear next-step recommendations
  • Agreed implementation work inside active scope
  • Priority guidance based on business impact
  • Status updates until the issue is resolved or scheduled

Support does not include

  • 24/7 guaranteed live support
  • Immediate delivery for net-new scope not yet approved
  • Platform/vendor outages outside our control
  • Work requests sent outside active project channels

Examples

  • Site down = emergency
  • Checkout button broken = emergency
  • Tracking pixel not firing before a launch = urgent
  • Copy tweak or CTA text update = normal request