---
title: "Support SLA — TechTailors"
description: "TechTailors Support SLA: 48h Smart Casual / 24h Professional / 16h Black Tie response times on a 24/7 clock, a 99.9% uptime guarantee on every plan, a Lighthouse score guarantee that keeps every page at 96 or higher (free for the month if we miss), per-service SLAs, plus the credits we issue when we miss."
canonical: https://techtailors.agency/policies/support-sla/
---

# Support SLA

A Service Level Agreement is a *commitment with consequences*. We publish ours so you can hold us to them. Every response-time target, uptime guarantee, and credit on this page is the same one quoted on your tier card at [/pricing](https://techtailors.agency/pricing/) and on each individual service page: this is the consolidated reference.

## Tier-level response SLAs

Every TechTailors engagement includes a guaranteed first-response time for support requests. The clock runs 24/7 (Every hour of every day, nights and weekends included. The clock starts the moment you file.): a ticket filed at 2 AM starts the clock at 2 AM. The response itself must be substantive. Auto-acknowledgements don't stop the clock. Miss the window, and the remedy is automatic: *10% of your monthly fee* credited on your next invoice, per missed response ([how credits apply](https://techtailors.agency/policies/support-sla/#claim)).

*Tier-level support response SLAs*

| Tier | First-Response SLA | Coverage | Account Team | Credit on Miss |
| --- | --- | --- | --- | --- |
| Smart Casual | *48 hours* | 24/7 monitoring and response | Shared support pool | 10% of monthly fee |
| Professional | *24 hours* | 24/7 monitoring and response | Shared support pool | 10% of monthly fee |
| Black Tie | *16 hours* | 24/7 monitoring and response, measured from first response | Dedicated account team | 10% of monthly fee |
| White Tie | *16 hours* | 24/7 monitoring and response, measured from first response | Dedicated cross-discipline team | 10% of monthly fee |

**Source of truth:** these values match [/pricing](https://techtailors.agency/pricing/). If you ever see a discrepancy between this page and your contract, the contract controls and we will update this page within one business day.

## Uptime guarantee

Every plan, from Smart Casual to White Tie, carries a *99.9% monthly uptime* guarantee on your public site. That leaves room for about 43 minutes of unplanned downtime in a 30-day month. Go past it and 10% of that month’s plan fee is credited on your next invoice, automatically. Uptime is watched 24/7. Premium Hosting raises the bar to 99.99%, and add-ons with their own uptime SLA credit on top (see [Per-service SLAs](https://techtailors.agency/policies/support-sla/#service-slas)).

*Plan-level uptime guarantee*

| What we hold | Guarantee | Measured | Credit on miss |
| --- | --- | --- | --- |
| Your public site, every plan | *99.9%* monthly uptime | 24/7, per calendar month | 10% of that month’s plan fee |

## Lighthouse score guarantee

Every page we build and maintain holds a perfect Lighthouse (Google's automated audit covering Performance, Accessibility, Best Practices, and SEO. It's the same engine behind PageSpeed Insights.) score of *100* across all four categories: Performance, Accessibility, Best Practices, and SEO. We verify it on your monthly health audit, which lands in your inbox with the scores and a plain-language summary of what we worked on that month. That is the standard, not the ceiling.

> If a page we maintain ever drops below 96 in any category, on mobile or desktop, tell us and give us 48 hours to restore it. If we miss that window, that page is free for the month: we credit one billable page at your plan's rate on your next invoice. A page-type bills as one page, so it credits as one page, however many of its pages missed.

*The commitment as published, here and on [every tier card](https://techtailors.agency/pricing/). Not fine print.*

*Lighthouse score guarantee*

| What we hold | Guarantee floor | Cure window | Credit on miss |
| --- | --- | --- | --- |
| Lighthouse 100, all four categories, every maintained page | *96 or higher*, per category, on mobile and desktop | 48 hours from your report | That page free for the month: one billable page at your plan's rate (a page-type credits as one page) |

The guarantee covers pages on the TechTailors-managed surface, measured in both mobile and desktop with Google's Lighthouse / PageSpeed Insights, the same methodology as our public [website health checker](https://techtailors.agency/website-health-checker/). We score each page as the median of three runs, so a single noisy result never decides the outcome. It does not cover regressions introduced outside that surface: a third-party script, pixel, or embed you add can move Best Practices or Performance on its own. A score shift caused solely by Google changing how Lighthouse is calculated is excluded as well (see [Exclusions](https://techtailors.agency/policies/support-sla/#exclusions)). When that happens, we show you exactly what moved the number and how to bring it back.

**Our promise:** this is a standing commitment we publish and honor on every build, not a clause buried in fine print. If you ever think a page is owed the credit, see [How Credits Get Applied](https://techtailors.agency/policies/support-sla/#claim).

## Per-service SLAs

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

*Per-service SLA matrix*

| Service | SLA | Credit on Miss |
| --- | --- | --- |
| [Premium Hosting](https://techtailors.agency/services/premium-hosting/) | 99.99% monthly uptime | 10% of monthly fee |
| [Search](https://techtailors.agency/services/search/) | 99.9% uptime + 100ms average search response | 10% (uptime) + 5% (speed) |
| [Multi-Language](https://techtailors.agency/services/multi-language/) | Translation Accuracy (quarterly review) + 60-Day Launch | 10% invoice credit + 10% credit |
| [CRO & A/B Testing](https://techtailors.agency/services/cro-testing/) | Timeliness on agreed test deadlines | $500 per missed deadline |
| [ROI Reporting](https://techtailors.agency/services/roi-strategy/) | Data accuracy (visuals, setup, reported figures) | $200 per inaccuracy |
| [Analytics & Tracking](https://techtailors.agency/services/analytics/) | Monthly data-integrity audit + Timely Setup | 10% next-invoice credit (per SLA) |
| [Blogging](https://techtailors.agency/services/blogging/) | 99.9% monthly uptime | 10% next-invoice credit |
| [E-Commerce](https://techtailors.agency/services/ecommerce/) | Stay Operational / Risk-Sharing (uptime + deadline coverage) | 10% of monthly fee |
| [SEO On-Page](https://techtailors.agency/services/seo-on-page/) | 21-day completion per page | 10% credit if missed |

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.

**Response Clock**

Runs 24/7, nights and weekends included. It starts the moment you file a ticket we can act on (see [Exclusions](https://techtailors.agency/policies/support-sla/#exclusions)) and stops at the first response. Uptime is measured around the clock as well.

**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. Every plan is held to 99.9% and Premium Hosting to 99.99%; add-on uptime SLAs are measured the same way.

**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.

**Lighthouse Score Guarantee**

The floor-and-cure commitment quoted in [Lighthouse score guarantee](https://techtailors.agency/policies/support-sla/#lighthouse-guarantee) above: floor 96 per category on mobile and desktop, median of three PageSpeed Insights runs, 48-hour cure window; on a miss, one billable page at your plan's rate is credited, and a page-type credits as one page. Exclusions apply (see [Exclusions](https://techtailors.agency/policies/support-sla/#exclusions)).

## Exclusions

SLAs apply to systems and processes TechTailors directly controls. The following are explicitly excluded from response-time, uptime, and Lighthouse-guarantee 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.).
- **Scoring-methodology changes.** Google periodically revises how Lighthouse / PageSpeed Insights weights and computes scores. A score movement caused solely by such a change, rather than by a change to your page, falls outside the Lighthouse-guarantee cure obligation; we re-tune to the new methodology as quickly as we practically can.
- **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](mailto: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

1. **Does the response-time clock run 24/7?** Yes. Tier response SLAs (48h Smart Casual / 24h Professional / 16h Black Tie & White Tie) run on a 24/7 clock that starts the moment you file, nights and weekends included. A ticket sent at 2 AM on a Sunday starts the clock at 2 AM on Sunday. The 99.9% uptime guarantee on every plan is measured 24/7 as well.
2. **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 Black Tie and White Tie tiers, the clock is explicitly measured from that first substantive response.
3. **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.
4. **What happens if one of my pages scores below 96 on Lighthouse?** Tell us, and we have 48 hours to restore it to standard. If we miss that window, that page is free for the month: we credit one billable page at your plan's rate on your next invoice. A page-type bills as one page, so it credits as one page, however many of its pages missed. We hold every maintained page at a perfect 100 across Performance, Accessibility, Best Practices, and SEO, on both mobile and desktop, so 96 is the floor, not the target. Regressions caused by changes outside the surface we manage (a third-party script, pixel, or embed you add) are excluded, and we will show you exactly what moved the score.
5. **Which Lighthouse categories and devices does the guarantee cover?** All four categories (Performance, Accessibility, Best Practices, and SEO), measured in both mobile and desktop with Google's Lighthouse and PageSpeed Insights, the same methodology as our public [website health checker](https://techtailors.agency/website-health-checker/). Mobile is the harder target, and we hold it too. We score each page as the median of three PageSpeed Insights runs, so one noisy measurement never decides a miss.
6. **Do the credits stack with the 30-day guarantee or the offboarding policy?** Yes. SLA credits are operational misses during the active engagement. The 30-day guarantee is an exit clause for initial fit: it lets you exit the remaining 11 months of the 12-month plan within 30 days of Go Live with no further payment obligation (not a refund of already-paid service or of Blueprint and build-fee amounts already earned). Offboarding terms govern how the engagement ends after that window. Each policy operates independently. See [the offboarding policy](https://techtailors.agency/policies/offboarding/) for the guarantee window and termination procedure details.
7. **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.
8. **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 any plan, credits 10% of that month's plan fee automatically. Premium Hosting is held to 99.99% and credits 10% of its own fee below that, and a Search, Blogging, or E-Commerce engagement with its own uptime SLA triggers its own credit on top.
9. **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.
10. **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 [the billing policy](https://techtailors.agency/policies/billing/) for non-refundability boundaries and [the ownership policy](https://techtailors.agency/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](mailto:hello@gettechtailored.com) or [reach out directly](https://techtailors.agency/contact/).

TABLE OF CONTENTS

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