Working hours
I work Monday to Friday during US Eastern business hours, from Dhaka. A “working day” is one of those days, excluding public holidays I announce in advance in the portal. Requests are timed from when they reach me through the portal or by email to [email protected].
“Reply” means I answer and start triage: I confirm what I’ve understood and what happens next. It isn’t a promise of when a fix is done.
Reply targets
| Service | Target | Notes |
|---|---|---|
| Inquiries and emails | Within one US business day | Clear jobs get a fixed-price proposal within two business days. |
| Projects in progress | Written update twice a week | Questions answered within one US business day. |
| Care plan: Essentials | Next working day | |
| Care plan: Standard and Plus | Same working day | For requests received by 12:00 ET; later ones, next working day. |
| Care plan: Plus urgent fix | Work starts the same working day | One a month, booked by 12:00 ET, up to 3 hours taken from change hours. |
| Fractional Tech Lead | Within one US business day | Plus the weekly 30-minute call. |
| Hours Block | Within one US business day | Tasks over 2 hours are estimated before I start. No guaranteed start times. |
| Urgent Fix | Work starts the same working day | When booked by 12:00 ET and a slot is free; if I can’t take it, you pay nothing for the booking. |
| Privacy requests | Answer within one month | See the privacy notice. |
| Security reports | Acknowledged within 3 US business days | See security. |
Not covered
- Nights, weekends, public holidays and on-call. Monitoring alerts go to you first; I pick them up the next working day.
- Fix times, uptime or recovery times. Your hosting and third-party providers’ own SLAs apply to their services.
- Delays caused by missing access, information or decisions on your side, or by outages of services I depend on (power, internet, hosting, email).
- Events outside my control, as set out in the Terms.
How it’s tracked
Requests in the portal carry the time they arrived and when I replied, so either of us can check. If you think I’ve missed a target, tell me and I’ll look at it with you.
If I miss targets
If I miss the reply target of a Care plan, Fractional Tech Lead or Hours Block more than twice in a calendar month, you may end that plan straight away by email, without the minimum term or notice period. Months already paid aren’t refunded, and I hand over as I would at any other exit. There are no service credits.
How this fits with the Terms
This page is part of the Terms of Service. If a proposal sets different targets, the proposal applies.