Primary Communication Channel
Standard channel (all clients): Email
Standard Project Management: Matix Flows Internal
Premium channels (only if included in plan/retainer): Slack (and any other channel explicitly approved)
To keep communication clear and avoid missed requests, I only treat emailed requests as “official” for Standard service. Requests submitted outside designated channels are not subject to SLA response times.
Email subject line formatting (helps improve response time)
To help me triage your request quickly and respond within the SLA targets, please use clear, detailed email subject lines. Well formatted subjects reduce back and forth, prevent requests from being missed, and allow me to prioritize correctly.
Recommended subject format:
[Company/Project] | [Request type] | [Short topic] | [Deadline if applicable]
Examples:
Acme Co | Update | New homepage headline | Needed by Tue
Acme Co | Question | Zapier error on lead form
Acme Co | URGENT: | Ads account disabled | Today
Including the key details (what you need, what it impacts, and any deadline) will generally result in faster routing and fewer clarification questions.
Operating hours and time zone
- Time zone: US/Mountain
- Business hours: Monday to Friday, 9:00am to 5:00pm US/Mountain
- Travel / schedule changes: If my operating hours temporarily change due to travel, I will notify you in advance. The updated hours will apply during that period.
What “response time” means
A “response” means:
- Acknowledgement that I received the request
- Any clarifying questions needed to proceed
- The next step and expected timeline (ETA)
Response time does not guarantee resolution within that same window. Response and delivery timelines are contingent on timely access, approvals, and required inputs from the Client.
How to mark urgent requests
- To qualify for the Urgent response targets below, the email subject line must include: URGENT:
Communication Service Level Tiers
Request categories
Regular Requests
In-scope questions, small changes, routine updates, new requests that require clarification.
Urgent Requests:
Use URGENT: only when there is an active, time-sensitive issue causing immediate business impact, for example:
- A core business system or managed workflow is down or failing (payments, lead intake, scheduling, CRM routing, client fulfillment, etc.)
- Live campaigns or tracking suddenly break unexpectedly (was working, now not)
- Security, access, or account lockouts affecting operations
- A critical deadline is at risk due to an unplanned outage or failure (not due to late notice)
What does NOT count as URGENT:
These are important, but they are not treated as urgent under the SLA:
- Rush requests caused by late notice (example: “need ads live in 24 hours” when the project was not planned)
- New work that was not previously scoped, scheduled, or prepared
- Requests that require approvals, assets, access, or decisions that are not ready
- “Checking in” for faster updates when there is no blocker or outage
Lead time expectations:
I support multiple clients and work from a prioritized queue. If a deadline is driven by planning (launches, promotions, new ads, new builds), please provide reasonable lead time. Short-notice deadlines may require a premium SLA tier, may be scheduled for the next available slot, or may require an additional rush fee if I can accommodate it.
Not an on-call arrangement:
Standard service is not an on-call arrangement. Faster response times, expanded channels (Slack), and higher prioritization are available via the Priority or Premium retainer tiers.
SLA Authorized Senders & Client Domain
SLA response targets apply only to requests that meet both of the following:
Recognized client account (domain):
- Your SLA tier is tied to your client account and primary company domain that I have on file.
Authorized sender email:
- To have the SLA policy applied, requests must be sent from an email address that is associated with your account and included in your Standard or paid SLA tier coverage. In other words, the email must come from an approved/known sender address under your company domain (or another address you have explicitly added and I have confirmed in writing).
Requests from unrecognized email addresses
If a request comes from an email address not associated with your account, it may be treated as unverified and will not be guaranteed SLA response targets until the sender is confirmed. Once confirmed, the request will be handled according to your SLA tier.
How to add or change authorized senders
To add or update approved sender emails (for example, adding a new team member or agency partner), email me the updated list. Changes take effect once I confirm the update.
Exclusions and notes
- SLA applies only during the stated business hours.
- Waiting on client approvals, access, content, or decisions may pause progress.
- New scope or out-of-scope requests may require a separate quote, even if the response time is fast.
- If multiple requests come in at once, priority order will be confirmed.
