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.

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.

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.

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.

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 for the guarantee 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 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.

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 the billing policy for non-refundability boundaries and the ownership policy for the rights you hold in either case.

Support SLA

Tier-level response SLAs

Every TechTailors engagement includes a guaranteed first-response time for support requests. The clock runs 24/7Every 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).

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. 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).

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 LighthouseGoogle'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. 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. 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). 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.

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	99.99% monthly uptime	10% of monthly fee
Search	99.9% uptime + 100ms average search response	10% (uptime) + 5% (speed)
Multi-Language	Translation Accuracy (quarterly review) + 60-Day Launch	10% invoice credit + 10% credit
CRO & A/B Testing	Timeliness on agreed test deadlines	$500 per missed deadline
ROI Reporting	Data accuracy (visuals, setup, reported figures)	$200 per inaccuracy
Analytics & Tracking	Monthly data-integrity audit + Timely Setup	10% next-invoice credit (per SLA)
Blogging	99.9% monthly uptime	10% next-invoice credit
E-Commerce	Stay Operational / Risk-Sharing (uptime + deadline coverage)	10% of monthly fee
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) 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 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).

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 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?

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.
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.
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.
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.
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. 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.
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 for the guarantee 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 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.
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 the billing policy for non-refundability boundaries and the ownership policy 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 or reach out directly.