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      Retainer vs. Non-Retainer Support | SLA's and Processes

      This article covers the difference levels of support offered to clients who are on a retainer v.s adhoc

      Process and SLA's - Non-Retainer Clients (Support Inbox Requests)

      1. Response Time:

        • Urgent Queries: Response within 2-4 hours
        • Non-Urgent Queries: Response within 1 business day

      2. Resolution Time:

        • Timeframe for resolution depends on the complexity of the request.

      3. Estimation and Scoping:

        • A quote for estimation and scoping must be signed prior to work commencement. This typically starts at $300.

      4. Scheduling and Delivery:

        • Work is scheduled with the next available technical resource (not a dedicated Success resource).
        • Depending on capacity, work may commence immediately or be scheduled into the following sprint cycle.
        • Sprint Cycle: Sprints run from Tuesday to Monday, so delivery timeframes vary depending on when the request is received.

      5. Prioritisation:

        • Business-critical or urgent requests will be prioritised as much as possible.

      Process and SLA's - Retainer Clients

      1. Response Time:

        • Response within 1 hour, maximum of 2 hours.

      2. Availability:

        • The Account Manager is "on-call" during business hours.

      3. Resource Access:

        • Priority access to senior and dedicated technical resources.

      4. Scheduling and Delivery:

        • Priority scheduling into sprints, meaning your requests are prioritised over non-retainer clients.
        • Queue Jumping: Your Account Manager can de-prioritise other tasks if your needs are urgent (case-by-case basis).