Client Communication
Response and Escalation Standards
What rules guide us when we communicate with our clients
The 48 hours rule
We will always answer a client request within 48 hours. And we will always aim at doing it within 24 hours. If a client flags an issue on a Friday, we should aim at providing an answer by Monday. This applies to bugs, questions and features request.
This doesn’t mean we’ll complete work within 1 working day. But it does mean we’ll address the requests and provide info needed to manage expectations in a timely manner.
The bug response rule
When a customer flags an issue with one of our tools, we should acknowledge it as soon as possible, BEFORE prodiving the 48 hours update.
The acknowledgment shouldn’t be detailed. Just a simple “Thanks for flagging this. We’ll provide a more comprehensive update on the resultion within x”.