Response Commitments
The response times published publicly, and what they require.
Response Commitments
The public contact page states a response SLA of under 24 hours. That is a public commitment and must be honoured — a missed self-declared SLA is worse than never stating one.
Committed times#
| Situation | Commitment |
|---|---|
| New inquiry | Acknowledged within 24 hours |
| Proposal delivered after brief received | 48 hours |
| Active client message | Same business day |
| Production issue during warranty | Within 4 hours, acknowledgement at minimum |
| Status update during active build | Weekly, unprompted |
Acknowledgement is not a full answer#
"Got this — reviewing, detailed reply by tomorrow" satisfies the 24-hour commitment. Silence while composing the perfect response does not.
This matters specifically because of a known tendency to delay replies until they are complete. A two-line acknowledgement sent immediately beats a thorough reply sent three days later.
Unprompted status updates#
During an active build, send a weekly update without being asked:
Week of [date]
Done: [what shipped]
In progress: [current work]
Next: [what's next]
Blocked on: [anything needed from the client]
Timeline: on track / [n] days behind, [reason]
Clients who receive these do not ask for status. Clients who do not receive them ask constantly, and the asking erodes confidence.
Bad news travels immediately#
If a milestone will be missed, say so as soon as it is known — not on the due date. Early notice of a delay is a manageable problem. A missed date discovered by the client is a trust failure.