SLA Framework
This page outlines the service standards Symcora commits to for active client engagements. It applies once a signed proposal, contract, or retainer agreement is in place — it is not a guarantee of results for general inquiries or pre-engagement communication.
During an active engagement
- Standard messages (Slack, email, or agreed channel): response within 1 business day.
- Urgent/time-sensitive issues (flagged as such): response within 4 business hours during agreed working hours.
- Scheduled check-ins & status updates: delivered on the cadence agreed at project kickoff (typically weekly).
Before an engagement begins
- Inquiries submitted via the contact form or booking calendar: response within 2 business days.
Note: Business hours are generally aligned to overlap with US time zones (EST/CST/PST), with flexibility discussed and confirmed at the start of each engagement given Symcora's remote, distributed working model.
| Service | Standard Timeline |
|---|---|
| Ops Audit | 3-5 business days |
| Project Management System Setup | 2-3 weeks |
| CRM Setup & Marketing Automation | 2-4 weeks |
| STR Operations System | 2-3 weeks |
| Fractional COO Retainer | Ongoing, monthly cadence |
| Full-Stack Digital Marketing Support | Ongoing / sprint-based |
Delays caused by delayed client feedback, missing access/credentials, or scope changes mid-engagement will be communicated as soon as identified, along with a revised timeline.
- Direct communication with Symcora for the duration of the engagement — no unexplained hand-offs to other contractors without your knowledge.
- Documented deliverables (SOPs, dashboards, automation maps, reports) provided in a format you retain ownership of after the engagement ends.
- A closing handoff summary at the end of scoped projects, or a standing monthly summary for retainer engagements.
- Ongoing maintenance or support after a scoped project's delivery date, unless separately agreed (available as an add-on or retainer).
- Third-party platform outages or changes (e.g. a tool like HubSpot, Guesty, or Asana changing its own functionality) — Symcora will adapt affected workflows as quickly as reasonably possible, but is not liable for the third-party platform's uptime or behavior.
- Delays caused by factors outside Symcora's control, including client delays in providing access, feedback, or required materials.
If a response falls outside the commitments above, or an active issue needs urgent attention, contact: contact@symcora.com. Escalations are acknowledged within 4 business hours and prioritized above standard queue items.
This SLA Framework may be updated as service offerings evolve. Clients under an active contract will be notified of material changes; the terms in place at the time your agreement was signed continue to apply to that engagement unless both parties agree otherwise.
Questions about this framework can be sent to: contact@symcora.com
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