SLAs define how quickly the team acknowledges, responds to, and resolves client needs.
These rules eliminate ambiguity, prevent randomization, and set healthy boundaries.
Response vs. Resolution Times
Clients often confuse “we received your request” with “we’re actively solving it.”
Your team will now define BOTH separately.
Response Time
When the client receives acknowledgement and clarity on next steps.
Resolution Time
When the task is actually completed, delivered, or scheduled.
Both are documented in the PM tool and sent to the client.
Priority Matrix (P1–P4)
P1 — Critical (Immediate)
Examples:
- Site down
- Payment/checkout broken
- Fatal error preventing use
- Security or data risk
Response: 30 minutes
Resolution: As soon as possible; pause all other work
Escalation: Immediately to PM + Project Lead + Leadership
P2 — High Priority
Examples:
- Important function broken
- Time-sensitive requests
- Live campaign issues
Response: Same business day
Resolution: 1–3 business days
Escalation: PM decides if leadership input is needed
P3 — Standard Work
Examples:
- Content updates
- Small enhancements
- Minor bugs
- Design or copy adjustments
Response: 24 business hours
Resolution: 3–7 business days
P4 — Low Priority / Backlog
Examples:
- “Nice to have” features
- Low-impact design changes
- Research or ideas
- Backlog items
Response: 48 hours
Resolution: Added to future roadmap or sprint
Active vs. Inactive Clients
To prevent unnecessary context-switching:
Active Projects / Active Retainers
- Use full SLA rules (P1–P4)
- PM prioritizes based on impact
- Weekly updates provided
Inactive or Past Clients
- Response within 24 hours
- Resolution scheduled within 5 business days
- If request requires a scope update → formal proposal needed
Escalation Path
When a request does not fit cleanly into SLAs, the escalation path is:
- Team Member → PM (Primary decision-maker)
- PM → Project Lead (if technical complexity involved)
- PM/Lead → Leadership (budget, scope, contract concerns)
Escalation is not failure. It is risk management.
Documentation Requirements
Every client request must include:
- Summary of the issue
- Priority level
- Screenshots or links
- PM triage notes
- Assigned owner
- Estimated resolution time
If undocumented → request is not in progress.