Support SLA

Per-Service SLAs

Beyond the tier-level response time, each add-on service ships with its own performance commitment and credit. These compound — a Custom-tier client with Premium Hosting, Search, and Multi-Language gets the 16-hour response, plus each service's individual SLA, plus the platform-wide 99.9% uptime guarantee.

Every credit on this table is sourced directly from the corresponding service page. Click any service name to read its full commitment in context.

Definitions

First Response

A substantive human reply that acknowledges the request, confirms what we're seeing, and states the next step or expected timeline. An automated acknowledgement is not a first response for SLA purposes.

Business Hours

Standard business-day coverage. Tickets filed outside business hours start the response clock at the next business-day boundary. Uptime SLAs run 24/7 — only the response-time clock pauses overnight and on weekends.

Monthly Uptime

(Total minutes in the calendar month − unplanned-downtime minutes) divided by total minutes in the calendar month, expressed as a percentage. Measured via Cloudflare health checks plus our internal monitoring stack.

Planned Maintenance

Any maintenance window announced at least 48 hours in advance. Planned maintenance does not count against uptime SLAs.

Credit

A reduction of the next monthly invoice in the amount specified by the missed SLA. Credits roll over if they exceed your invoice and are refunded on offboarding if any balance remains. They do not expire while the engagement is active.

Exclusions

SLAs apply to systems and processes TechTailors directly controls. The following are explicitly excluded from response-time and uptime credits:

• Planned maintenance announced at least 48 hours in advance via the agreed-upon channel.
• Third-party vendor outages outside our control — Cloudflare, Cloudinary, payment processors, your DNS registrar, your analytics platform, your CRM. We surface vendor-side incidents immediately and coordinate resolution, but the credit obligation rests with the vendor's own SLA.
• Force majeure — events beyond reasonable commercial control (regional internet outages, certificate authority failures, coordinated DDoS beyond mitigation thresholds, etc.).
• Client-side changes outside the TechTailors-managed surface. If you or another vendor modify infrastructure we manage without coordination and that change causes an incident, the SLA does not apply to recovery time on that incident.
• Tickets without enough information to act. Our response clock starts when the ticket includes a reproducible issue, affected URL or feature, and reasonable context. We will request missing details within an hour and pause the clock until provided.

Every outage post-mortem documents the root cause and explicitly notes which exclusion, if any, applies.

How Credits Get Applied

Most credits are applied automatically. Our monitoring stack flags misses, the credit is calculated against the affected service's monthly fee, and it appears as a line item on your next invoice with the SLA breach referenced.

For credits that aren't auto-applied — typically the timeliness, accuracy, and translation SLAs that depend on case-by-case review — email hello@gettechtailored.com within 30 days of the alleged miss with:

• The ticket or project reference number
• The specific SLA you believe was missed (e.g. "21-day SEO On-Page completion")
• The date(s) and any supporting context (screenshots, logs, the test brief)

We respond within the tier's standard SLA window with the determination and, if owed, the credit. Disputes escalate to a 15-minute call — never months of email back-and-forth.

Frequently Asked Questions

Does the response-time clock run 24/7?

No. Tier response SLAs (48h Launch / 24h Scale / 16h Enterprise & Custom) are measured against business hours. Tickets submitted outside business hours start the clock at the next business-hour start. Custom tier's 99.9% uptime SLA on platform features is 24/7 — uptime never sleeps, only the support response window does.

What counts as a 'response' for the SLA?

A substantive human reply that acknowledges the ticket, confirms what we're seeing, and states the next step or expected timeline. An auto-acknowledgement does not satisfy the SLA. For Enterprise and Custom tiers, the clock is explicitly measured from that first substantive response.

How do credits get applied?

Credits are applied to your next monthly invoice. We track misses against the SLA proactively — you do not need to file a claim for most credits. For SLA-specific credits you believe are owed but not auto-applied (e.g., a missed CRO test deadline), email hello@gettechtailored.com within 30 days of the miss with the ticket reference and we'll reconcile.

Do the credits stack with the 30-day satisfaction guarantee or the offboarding policy?

Yes. SLA credits are operational misses during the active engagement. The 30-day satisfaction guarantee is an exit clause for initial fit — it lets you exit the remaining 11 months of the 12-month subscription within 30 days of Go Live with no further payment obligation (not a refund of already-paid service or any onboarding deposit). Offboarding terms govern how the engagement ends after that window. Each policy operates independently — see /policies/offboarding for the satisfaction-window and termination procedure details.

What's excluded from uptime SLAs?

Planned maintenance announced at least 48 hours in advance, third-party vendor outages outside our control (Cloudflare, Cloudinary, payment processors, etc.), force-majeure events, issues caused by client modifications outside the TT-managed surface, and DDoS attacks beyond mitigation thresholds. We document outage root cause in the post-incident summary and call out which exclusion, if any, applied.

How is monthly uptime calculated?

Monthly uptime = (total minutes in month − unplanned-downtime minutes) ÷ total minutes in month, expressed as a percentage. We measure via Cloudflare's health checks plus our internal monitoring stack. Anything below 99.9% in a calendar month on Custom tier or on a Premium Hosting / Search / Blogging / E-Commerce engagement triggers the corresponding credit automatically.

Do unused credits roll over or expire?

Credits roll over to the next invoice if they exceed your monthly fee. They do not expire while your engagement is active. On offboarding, any outstanding credit balance is refunded to your original payment method within 30 days.

What if a service SLA conflicts with my contract?

Your executed Services Agreement controls. The values on this page reflect the published SLA on each service page and the current pricing page — if anything ever diverges from your contract, the contract wins and we update the page. See /policies/billing for non-refundability boundaries and /policies/ownership for the rights you hold in either case.

Question about a specific SLA?

SLAs only work if you can see them and hold us to them. If anything on this page is unclear, or you'd like the historical SLA-performance report for your engagement, email hello@gettechtailored.com.