Your site or ordering is down
Customers can't reach the site or place an order.
Timeline
2 business hours
Updates hourly until it's back
Support
Clear commitments. Transparent SLA.
Every plan comes with explicit response targets, defined business hours, and an escalation path you can read in full before signing. Support is part of the build, not a separate department.
Response times
How fast we respond — by how urgent it is.
We measure response times in business hours. Whatever you send in, you get a reply against the matching time below — never silence.
Something's broken, no workaround
An important feature isn't working and there's no way around it.
Timeline
4 business hours
Updates every 4 business hours
A minor issue you can work around
Something's off, but the site still works in the meantime.
Timeline
1 business day
Daily updates until it's scheduled
A question or a change request
A question, a small change, or something you'd like added.
Timeline
2 business days
Planned in with your other work
All response times are measured during business hours (Mon–Fri 9am–6pm ET). After-hours requests are answered the next business morning, unless your plan includes an emergency line.
By plan
Which plan gets which response.
Every plan gets a real, published response time when your site or ordering goes offline. Higher plans add committed times on smaller issues, an emergency line you can call or text, and — on Pro — a monthly uptime guarantee.
CoreBusiness hours
- Your site or ordering is down — 2 business hoursCustomers can't reach the site or place an order.
- Something's broken, no workaround — 4 business hoursAn important feature isn't working and there's no way around it.
- A minor issue you can work around — As capacity allowsSomething's off, but the site still works in the meantime.
- A question or a change request — As capacity allowsA question, a small change, or something you'd like added.
PlusBusiness hours
- Your site or ordering is down — 2 business hoursCustomers can't reach the site or place an order.
- Something's broken, no workaround — 4 business hoursAn important feature isn't working and there's no way around it.
- A minor issue you can work around — As capacity allowsSomething's off, but the site still works in the meantime.
- A question or a change request — As capacity allowsA question, a small change, or something you'd like added.
ProFull coverage + uptime
- Your site or ordering is down — 2 business hoursCustomers can't reach the site or place an order.
- Something's broken, no workaround — 4 business hoursAn important feature isn't working and there's no way around it.
- A minor issue you can work around — 1 business daySomething's off, but the site still works in the meantime.
- A question or a change request — 2 business daysA question, a small change, or something you'd like added.
- Emergency line when you're down (call or text)Reach a person right away — not the normal email queue.
| Situation | CoreBusiness hours | PlusBusiness hours | ProFull coverage + uptime |
|---|---|---|---|
| Your site or ordering is downCustomers can't reach the site or place an order. | 2 business hours | 2 business hours | 2 business hours |
| Something's broken, no workaroundAn important feature isn't working and there's no way around it. | 4 business hours | 4 business hours | 4 business hours |
| A minor issue you can work aroundSomething's off, but the site still works in the meantime. | As capacity allows | As capacity allows | 1 business day |
| A question or a change requestA question, a small change, or something you'd like added. | As capacity allows | As capacity allows | 2 business days |
| Emergency line when you're down (call or text)Reach a person right away — not the normal email queue. | Not included | Not included | Included |
The Core / Plus / Pro plans map to the situations above. Pro is the all-in plan that wraps full support — every kind of issue, the 99.9% uptime target, a weekly digest, and a quarterly review — around any system we host and run for you.
When + how
Business hours and channels.
Business hours
Mon–Fri 9am–6pm ET
Outside these hours we work best-effort — no response time applies until the next business morning, unless your plan includes an emergency line.
Channels
Email
Primary channel for every kind of request. Every message logged and tracked.
Signal / SMS
Emergency line for outages — included on Pro. Number issued at launch.
Scheduled call
Weekly Monday cadence for active builds and Pro plans.
What's covered
Three phases of care.
Support exists at three stages of the relationship. Each stage has explicit scope.
During the build
Core: ~2 weeks · Plus & Pro: 2–3 weeks
Direct contact through the full build window. Weekly Monday digest plus daily sprint updates. Every kind of request answered the same business day.
Onboarding after launch
Included with every subscription
The urgent stuff — site down or a major breakage — is covered at the response times above during onboarding. Smaller issues are handled as capacity allows. Ongoing managed care lives in the Pro plan.
Pro plan — ongoing care
Ongoing · monthly
Full coverage across every kind of issue. Weekly Monday digest. Observability and AI-cost dashboards. One substantive feature per month. Quarterly architecture, cost, and security review.
Uptime
99.9% monthly target on the Pro plan.
Measured against the production hostname over a calendar month. Scheduled maintenance windows (announced at least 48 hours in advance) and verified third-party outages are excluded from the calculation.
- Measured per calendar month against the production hostname.
- Scheduled maintenance windows announced at least 48 hours ahead.
- Third-party outages (hosting, CDN, payment, AI) excluded from the calculation.
- Status reported in the Monday digest with any incidents from the prior week.
Honest scope
What the SLA doesn't cover.
The SLA covers the parts of the system we own and operate. The list below is what genuinely sits outside that boundary — published so there's no surprise on either side.
Third-party outages
Hosting, CDN, payment processors, AI APIs, and other vendor incidents are tracked but not counted toward our SLA.
Operator-side changes
Edits made directly to DNS, hosting accounts, or third-party dashboards without coordination — we'll help recover but can't guarantee a response target.
Force majeure
Events outside reasonable control: regional outages, ISP failures, natural disasters.
Out-of-scope work
Anything outside the agreed plan scope is quoted as a Change Request before execution — never silently absorbed.
Escalation + reporting
If a target slips, here's the fallback.
Targets are commitments, not aspirations. If we miss one, the path forward is explicit — not a slow drift into silence.
Escalation path
- 01Email opens the ticket and starts the response clock.
- 02If you don't hear back within the target time, it moves to Signal / SMS (Pro).
- 03Pro customers get a direct emergency number at launch for outages.
Reporting
- Monday digest: shipped work, incidents, performance, AI cost, recommendations.
- Quarterly review: architecture, cost, and security pass with a written summary.
- Postmortem on any outage within 5 business days of resolution.
Ongoing care
Want this SLA on your existing build?
The Pro plan wraps a hosted SPAO Systems build in the full SLA above — plus one substantive feature per month, observability, and a quarterly review. We operate every system we build and host.