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SLA and Quality Control

1. Service Level Agreements (SLAs)​

These are our promises to the client regarding speed and reliability.

Response Time SLAs (Business Hours)​

  • Priority 1 (Critical): < 1 Hour. (System Down).
  • Priority 2 (High): < 4 Hours. (Feature Broken, Workaround available).
  • Priority 3 (Normal): < 1 Business Day. (How-to questions).
  • Priority 4 (Low): < 3 Business Days. (Feature Requests).

Resolution Time Goals​

  • Tier 1 Issues: 24 Hours.
  • Tier 2 Issues: 72 Hours.
  • Tier 3 Issues: Project-based timeline (communicated to client).

2. Quality Assurance (QA) Checklists​

Quality is not an accident; it is a checklist.

A. The "Pre-Flight" Check (Before Delivery)​

  • Scope Check: Does this match the SOW exactly?
  • Brand Check: Are fonts, colors, and tone consistent with Client Brand Guidelines?
  • Tech Check: Do all links work? Are there 404s? Mobile responsive?
  • Security Check: Are passwords removed/reset? Permissions locked down?
  • Spelling/Grammar: Grammarly scan passed?

B. The "Course" QA Check​

  • Video: Audio clear? No background noise? Intro/Outro correct?
  • Resources: Are all PDFs downloadable?
  • Flow: Does the sequence of lessons make logical sense?

3. Client Feedback Loop (NPS/CSAT)​

Transactional CSAT (After every Ticket)​

  • Question: "How would you rate the support you received?" (1-5 Stars).
  • Goal: > 4.8 Average.

Project NPS (After Project Closure)​

  • Question: "How likely are you to recommend us to a colleague?" (0-10).
  • Goal: > 60 (Excellent).

Negative Feedback Protocol​

If a score < 3 is received:

  1. Alert: Notification sent to Fulfillment Manager immediately.
  2. Review: Manager audits the work/ticket.
  3. Recover: Manager calls the client (Phone call, not email) within 24 hours to apologize and propose a fix.

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