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Service Level Agreement (SLA)
Applicable to Retainer & Managed Service Plans.
This SLA outlines the support standards and guarantees provided to clients subscribed to our "Monthly Maintenance" or "Growth Partner" retainer plans.
Support Response Times
| Severity Level | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Complete data pipeline failure, 0% conversion tracking, site down due to tag. | 4 Hours | 24 Hours |
| High (P2) | Data discrepancy >20%, missing specific events, dashboard broken. | 12 Hours | 48 Hours |
| Normal (P3) | General questions, minor display issues, new request for access. | 24 Hours | 3-5 Business Days |
| Low (P4) | Feature requests, cosmetic dashboard changes, proactive advice. | 48 Hours | Next Sprint |
Support Channels & Hours
Standard Support
- Email: [email protected]
- Slack: Dedicated Channel (Retainer only)
- Hours: Mon-Fri, 9:00 AM - 6:00 PM (PST)
Maintenance Windows
Routine updates to Airflow/GCP are scheduled for:
Sundays, 2:00 AM - 4:00 AM (PST)
Exclusions
This SLA does not cover:
- Outages caused by third-party providers (Google Cloud, Meta API, Shopify) outages.
- Issues resulting from unauthorized client changes to GTM or Codebase.
- Legacy setups implemented by prior agencies (unless audited and accepted).