Service Level Agreement

This page explains how I handle requests at Adsit Digital: where to send them, when I'm working, and how fast you can expect to hear back depending on what's going on. It's here so expectations are clear on both sides. Anything in a signed engagement agreement takes precedence over what's written here.

How to reach me

• Primary channel: email. Email is the official channel for all requests, so there's a written record and nothing gets lost in a DM.
• Project tracking. Active work is tracked in my project system, where you'll see status without having to ask.
• Premium channels. Slack or a shared channel is available on retainer/priority plans.

Requests sent outside the agreed channels (text, social DMs, voicemail) aren't subject to the response times below, since I may not see them in time.

Subject lines that get a faster answer

A clear subject line lets me triage and route your request immediately. Recommended format:

[Company] | [Request type] | [Short topic] | [Deadline if any]

• Acme Co | Update | Swap the homepage headline | Needs to be live Tue
• Acme Co | Question | GA4 isn't recording form submits
• Acme Co | URGENT: | Meta CAPI down, conversions not firing | Today

Hours & time zone

• Time zone: US/Eastern (ET).
• Business hours: Monday–Friday, 9:00am–5:00pm ET.
• Response times are measured during business hours only. If my schedule shifts for travel, I'll let you know in advance.

I observe US federal holidays: New Year's Day, MLK Day, Presidents' Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving, and Christmas. Those days don't count toward response times.

What "response" means

A response means I've acknowledged your request, asked any clarifying questions, and given you next steps with an expected timeline. A response is not the same as a resolution. The fix may take longer than the first reply, which is why the table below separates the two.

Response-time tiers

Which tier applies depends on the request, your plan, and whether it's marked urgent.

Marking something urgent

To qualify for the Urgent tier, put URGENT: at the front of your subject line and say what the business impact is. Urgent is reserved for active, time-sensitive problems: tracking that's gone dark, a broken campaign, a security issue, or an unplanned outage threatening a real deadline.

What doesn't count as urgent:

• Rush requests caused by late notice on planned work
• New, unscoped work
• Requests waiting on your approvals, access, or assets
• Status check-ins where nothing is actually blocked

I support several clients from a prioritized queue. Marking everything urgent doesn't move it up. Clear context does.

Where work is tracked

Projects run in my project system by default. If you need work tracked in your own tool (your PM software, a shared board, recurring stakeholder reporting), that's available for an added fee starting around 20%, depending on how deep the integration and reporting go.

Authorized senders

Response times apply to requests from the email addresses on file for your account. Requests from an address I don't recognize may not get SLA coverage until I've confirmed who it is. To add a new authorized sender, just let me know in writing.

Exclusions & notes

• Response times are measured during business hours only.
• Delays on your side (approvals, access, content, sign-off) pause the clock on affected work.
• New scope is quoted separately before it starts.
• When several requests land at once, I'll confirm the order I'm taking them in.

Upgrading or questions

Want faster response times or a dedicated channel? Book a call or get in touch and we'll find the right plan.

This page describes service expectations and isn't a contract on its own; paid engagements are governed by a separate written agreement.