Service Level Agreement (SLA)
Overview
The FlexTime Service Plan provides clients with scheduled hourly access to our client services, web, creative, and marketing teams for efficient task management.
FlexTime Terms
- Definition: Pre-scheduled hourly time blocks allocated to FlexTime Service Plan and Full-Service Marketing clients.
- Scope: Includes website content updates, simple web design tasks, creating new pages/posts (with provided content), modifying existing text, creative services, email newsletters, social media posting, task management, general production, and consulting.
- Exclusions: Does not cover large projects, digital ad management, programming, reporting, or training. These require separate project-based agreements.
Task Submission & Communication
- All tasks must be submitted via our Teamwork system.
- Response time is typically 1-3 business days, depending on task volume and complexity.
- All task communications (instructions, approvals, feedback) occur within Teamwork. Emails will not queue tasks and will delay processing.
Service Guidelines
- Billing: Project management, emails, calls, and task communications count toward your monthly FlexTime hours.
- Same-Day Service: Available for small tasks (1-2 hours max) submitted via Teamwork by 10:00 AM EST.
- Operating Hours: Monday–Friday, 9:00 AM – 4:00 PM EST (excludes U.S. holidays).
- Rush Service:
- Weekdays: +1-hour surcharge per task.
- Weekends: +2-hour surcharge per task.
- Unused Hours: Up to 50% of unused hours can roll over for one month max.
Rev 2.0 | 03-11-2025