Agency SLA
Our service level agreement governs all our client commitments. Let us know if you have any questions.
Primary Contact Information
- Account Manager: Your Client Experience Manager / POC
- Alternate Account Manager: clientexperience@meticulosity.com*
- Emergency Contact: 911@meticulosity.com
* If your POC is out of office or you can't get ahold of them.
Meticulosity Communication Channels
- Primary Platform: ClickUp Project Management
- Secondary: Email and Slack
- Emergency: 911@meticulosity.com
TL;DR Summary
While you should read this entire SLA to understand our commitment to you, here's a quick summary:
Scope & Governance
- The SLA covers all services under retainer, project, or hourly agreements and is governed by Meticulosity’s Terms & Conditions.
- Specific deliverables are detailed in each executed “Agreement and Order” or signed proposal.
- Meticulosity may update the SLA at any time without prior notice.
Contact & Communication
- Primary Contact: Client Experience Manager (via ClickUp, Email, or Slack).
- Emergency Contact: 911@meticulosity.com.
- Alternate Account Manager: clientexperience@meticulosity.com*
- No support via other means.
Service Hours
- Standard: Mon–Fri, 9:00 AM–5:00 PM (EST).
- Emergencies: Limited after-hours and holidays.
- Holiday Closures: Major US/Canadian holidays, week of Christmas, and one week in August (starting 2026).
Response Times
- General Requests: Responded within 8 business hours via primary channels.
- Emergencies: Response within 2 hours during business hours; ASAP after-hours.
- Holiday periods: Response may be delayed.
Emergency Protocol
- Definition: Issues causing immediate negative financial impact (e.g., website failure, security breach).
- Initiation: Email 911@meticulosity.com.
- Billing: $250/hour, 1-hour minimum, billed from request initiation.
Estimates & Project Delivery
- Estimates: Provided as best-effort projections, not guarantees. Additional time requires client approval.
- Delivery Dates: Set by Meticulosity in ClickUp; 95% on-time target. Delays notified at least 36 hours in advance.
- Client Delays: Client input/approval delays project timelines.
Status Updates
- Kickoff Meeting: Within 5 business days of contract.
- Weekly Check-ins, Monthly Reviews, Quarterly Strategy Reviews as scheduled.
Quality Assurance & Revisions
- QA: All deliverables reviewed internally before client delivery.
- Revisions: All time is billable; no included free revisions.
- Turnaround: Minor (1–2 days), Moderate (3–5 days), Major (5–7 days)1.
- Major scope changes: Require new quote and approval.
End-Client Communication
- Default: All communication through your agency unless authorized.
- White-labeling: Deliverables can be branded for your agency.
- Confidentiality: Strict NDA adherence.
Billing & Time Tracking
- Billable Time: Begins with any team engagement (support, meetings, training, etc.).
- Time Tracking: Billed in 5-minute increments.
Performance Monitoring
- KPIs: 95% response time compliance, 95% on-time delivery, 4.5/5.0 client satisfaction, 90% resolution within target.
1. Introduction and Scope
All of our agreements are ultimately governed by the Terms & Conditions found here: https://www.meticulosity.com/terms
This Service Level Agreement establishes clear expectations between our respective agencies as well as your clients regarding service delivery standards, communication protocols, and operational procedures. This SLA applies to all services provided under our retainer agreements and hours and/or project-based engagements.
The specific deliverables and expectations for each pre-paid project, retainer, or block of hours are defined within our executed "Agreement and Order" Pandadoc proposal and any applicable signed HubSpot Quotes.
Meticulosity's Agency SLA is meant to define and provide clarity on our hours of availability, expected response times, billing rates, payment details and more.
Our SLA is subject to change without prior written notice at any time, at Meticulosity’s sole discretion.
2. Service Hours and Availability
Standard Business Hours
- Monday - Friday: 9:00 AM - 5:00 PM [EST]
- Nights and Weekends: Limited availability for emergencies only
- Holidays: Closed on major national Canadian and US holidays with limited availability for emergencies only
- Christmas: Closed the week of Christmas with limited availability for emergencies only
- Summer Camp (Starting August 2026): Closed one week of August with limited availability for emergencies only
Holiday Schedule
We observe the following holidays with advance notice provided:
- New Year's Day (All teams)
- Family Day (Canada team)
- President’s Day (US team)
- Good Friday (All teams)
- Easter Monday (All teams)
- Victoria Day (Canada team)
- Memorial Day (US team)
- Juneteenth (US team)
- Canada Day (Canada team)
- Independence Day (US team)
- National Day for Truth and Reconciliation (Canada team)
- Labour Day (All teams)
- Thanksgiving Day (US and Canada teams on respective days)
- Remembrance Day (Canada team)
- The week of Christmas, including Christmas day, Christmas eve day, and Boxing Day (All teams)
Note: During holiday periods, response times may be extended by one business day.
3. Communication Standards and Response Times
For all general requests, questions, or issues, please email your primary contact at Meticulosity (your Client Experience Manager).
Response Time Standards by Channel
|
Channel
|
Initial Response Time
|
Business Hours Only
|
|
ClickUp
|
8 business hours
|
Yes
|
|
Email
|
8 business hours
|
Yes
|
|
Slack
|
8 business hours
|
Yes
|
|
Phone*
|
8 business hours
|
Yes
|
Response times are measured during business hours only.
The above response times apply to both communication with agency teams as well as their end-clients (if applicable).
* Direct cell phone availability is on a case-by-case preference basis with Client Experience Managers.
4. Emergency Response Protocol
Before initiating an emergency request, please note the initiation of emergency support is billed from the onset of the request - regardless of the cause.
What Constitutes an Emergency
Emergency Requests are generally defined as an issue that has an immediate negative financial impact to your business. The definition of "immediate negative financial impact" is ultimately up to you, but you should not trigger an emergency request unless you deem it so and are willing to work under our billing terms.
Examples of emergencies include:
- Complete website, landing page, or form failure affecting lead generation
- Critical system errors preventing sales operations
- Major campaign malfunctions causing significant ad spend loss
- Data integration failures affecting customer communications
- Security breaches or suspicious activity in systems
Emergency Response Process
- Contact Method: Email 911@meticulosity.com
- Initial Response: ASAP but within 2 hours during business hours
- After-Hours: ASAP (emergencies only)
- Team Assignment: Dedicated team member assigned within 2 hours
Emergency Billing & Pricing
If you need us to drop everything and help you or a client, we're here for you. However, you know the strain, additional labour costs, and demands that this puts on a team, especially after-hours. Therefor, Meticulosity charges a higher fee for any requests initiated by emailing the 911@meticulosity.com email. Please be certain you want to accrue additional costs before you email us there.
- Standard Rate: Per your agency’s Agreement and Order
- Emergency Rate: $250/hour
- Minimum Emergency Charge: 1 hour
4. Estimates
Our estimates are not a guarantee. They are fairly-accurate guesses based on what we feel the task will entail based on past experience.
Should we encounter unforeseen variables while executing the work that will require additional time over the estimated hours, we will contact you as soon as possible for approval before we continue past the approved time allotted for the task Time spent on the task up to that point is still considered billable.
5. Estimate/Quote Delivery and Timeline
We understand how important estimates are for tasks small and large. Your clients want to know how long something will take and what it will cost them. Estimates and quotes are especially important for scoping work with prospective clients. We do our best to turn around estimates quickly, but the effort varies greatly based on the size, scope, and complexity of the task or project.
Estimates are part of our Work Order and Quote Order process in ClickUp. Our projected timeline for the delivery of estimates is as follows:
Work Order & Quote Order Estimate Delivery Times
|
Project Type
|
Estimate Delivery
|
Detailed Proposal (if needed)
|
|
Small (Under 20 hours)
|
1-2 business days
|
2-3 business days
|
|
Medium (20-100 hours)
|
2-3 business days
|
4-5 business days
|
|
Large (100+ hours)
|
4-5 business days
|
5-7 business days
|
* Timelines may vary based on project complexity and client responsiveness.
6. Task/Project Delivery Date Commitments
Anticipated delivery dates are set by our team on tasks and projects within ClickUp and cannot necessarily be dictated by agencies or their clients. Our work plan may change due to unforeseen circumstances, so anticipated delivery dates are not guaranteed. That said, we strive to hit the standard targets outlined below and also do our best to inform you ahead of time about delays:
- On-Time Delivery Target: 95% of projects delivered by agreed date
- Advance Notice of Delays: Minimum 36 hours before original deadline
- Revised Timeline: Provided within 24 hours of delay notification
Note that anticipated delivery dates are the initial delivery of tasks/projects for the first round of client QA and do not include additional revisions, requirement or scope changes, etc.
Delays caused by client input or approval will delay delivery timelines.
Please include a proposed timeline and/or any client expectations when submitting your Work Order in ClickUp and we will do our best to accommodate.
7. Client Communication and Status Updates
We value communicating in ways that meet different client needs and use email, Slack, and ClickUp for collaboration with clients, partners, and vendors.
Unfortunately, we are unable to accommodate other communication systems (such as Google Chat, Teams Chat, etc.) as they can’t be accessed or visible across our entire team.
Regular Status Updates
|
Engagement Type
|
Update Frequency
|
Format
|
|
Monthly Retainers
|
Weekly status calls + monthly reports
|
ClickUp dashboard + email summary
|
|
Project/Hourly-Based Work
|
Bi-weekly updates
|
ClickUp progress + email
|
|
Ongoing Campaigns
|
Monthly performance reports
|
Automated dashboard + analysis
|
Agency-to-Agency Communication Standards
- Project Kickoff Meeting: Within 5 business days of contract signing
- Weekly Check-ins: Scheduled at consistent time/day each week
- Monthly Business Reviews: Scheduled at a consistent time/day each month
- Quarterly Strategy Reviews: As needed
9. Quality Assurance and Revision Policy
Quality Assurance Process
- Internal Review: All deliverables reviewed by project manager and specialist
- Revision Implementation: Per below and/or as promised by our team in ClickUp
- Final Approval: Required before implementation/launch
Revision Standards
- Included Revisions: None as all time spent is billable
- Additional Revisions: As requested by client
- Major Scope Changes: Requires separate quote and approval
Revision Turnaround Times
Revisions enter our general work queue on a first-come-first-served basis and will be completed as soon as possible. We cannot provide anticipated or guaranteed delivery dates on revisions, however, most are completed within the following timeline:
- Minor Edits: 1-2 business days
- Moderate Changes: 3-5 business days
- Major Revisions: 5-7 business days
10. End-Client Communication Standards
When working with end-clients of your agency:
Communication Protocol
- No Direct Client Contact: All communication flows through your agency unless you’ve authorized direct contact by our team and you’ve purchased our “White-Label Email Monitoring & Engagement” and/or “White-Label Calendar Management” add-on
- Confidentiality: Strict NDA adherence for all client information
Client-Facing Deliverable Standards
- White-Label Deliverables: Your agency’s branding
- Meeting Participation: Available for client calls when requested (advance notice required) but requires our “White-Label Calendar Management” add-on
11. Billable Time
The engagement of a Meticulosity team member commences billable time, whether it be for support, project, training, or discovery requests. This includes all email, meeting, phone, and support time for any staff, excluding sales staff.
12. Time Tracking
All time is tracked and billed in 5-minute increments.
13. SLA Performance Monitoring
We measure the success of our SLA and services using the following KPIs:
- Response Time Compliance: 95% target
- On-Time Delivery Rate: 95% target
- Client Satisfaction Score: 4.5/5.0 target
- Resolution Time Adherence: 90% within target timeframes
14. Working Together
- All our work is governed by our Terms and Conditions (T&Cs) here.
- Our Service Level Agreement (SLA) commitments are found here.
Revised: July 2025
