Trust Response times
Three engagement tiers. Documented response windows. Named engineers on retainer and enterprise. The SLA below is the bar we hold ourselves to, in writing, before any engagement starts.
Response time commitments are the load-bearing part of any service relationship. The tiers below are the commitments we make in writing before the engagement starts. Numbered tiers, defined response windows, no fine print.
The three tiers
Pick the tier that matches your operational reality. We hold the SLA in writing. If we miss it, we credit the next invoice.
01
Single project engagement. Response within one business day during the project window. Critical bug response within four business hours. Post-launch support window of 30 days included for warranty fixes.
Predictable response, no surprise lapses.
02
Ongoing monthly retainer. Response within four business hours during business hours of your timezone. Critical issue response within one business hour. Direct Slack channel with named engineers.
Same engineers, same response window, every month.
03
Custom SLA with named engineers, on-call rotation, defined escalation paths, monthly executive review. Response times negotiated based on operational requirements. Dedicated security and compliance contacts.
SLA designed around your operational reality.
Wbcom operates with engineers across EST, PST, and IST. Standard project coverage follows your primary timezone. Retainer and enterprise tiers can include multi-timezone coverage if your operational needs require it. We agree coverage in writing during onboarding.
Time to first response. Time to acknowledgment by the assigned engineer. Time to resolution for critical issues. Time to close for non-critical issues. Internal dashboards track these continuously and we report monthly to retainer and enterprise clients.
Documented in your engagement contract. For retainer and enterprise tiers a missed SLA results in a credit on the next invoice. The credit amount scales with the severity of the miss. We have not needed to issue a missed-SLA credit in the past 18 months.
Hosting uptime is the responsibility of your hosting provider. Third-party service outages are flagged but not warranted by us. Issues caused by changes we did not make are billable separately, although we triage them at the same response time as anything else.
Common questions
Production site is down or returning errors to a majority of users. Payment processing is failing. Data loss is in progress. Security breach is in progress. Anything else that materially affects revenue or customer trust.
Wbcom operates EST, PST, and IST coverage. For standard projects, business hours follow the customer primary timezone. For retainer and enterprise, we agree the coverage window in writing during onboarding.
Standard project tier does not include weekend or holiday coverage. Retainer tier includes named-engineer Slack response for critical issues with best-effort SLA. Enterprise tier includes 24-7 on-call rotation if contracted.
Tier one is the engineer assigned to your project. Tier two is the project lead. Tier three is the founder. Escalation contact details are provided at engagement start. We have not needed to escalate to tier three in the past 18 months.
No. Uptime is a property of your hosting provider, not us. We will recommend hosting partners with documented uptime SLAs and help you choose the right tier. For Cloudflare-fronted properties we monitor and alert on availability through our internal tooling.
Need a custom SLA for your enterprise contract?
Enterprise SLAs are negotiated in writing during procurement. We respond to enterprise SLA requests within two business days.
