What clients can expect from you.
WHAT TO STATE CLEARLY
Your support hours How to reach you Expected response time What is covered and what is chargeable What to do in an emergency outside hours
WHY IT MATTERS
Without stated hours, every client assumes you are available at all times.
One client messaging at midnight, once, sets a precedent.
A REALISTIC POSITION FOR A SMALL RESELLER
Weekday business hours for ordinary requests A stated response time you can actually meet Emergency contact for a site being down, with a definition of emergency
WHAT COUNTS AS AN EMERGENCY
The site is down. Email is not working. A compromise.
Not a content change, a question, or a new request.
State that distinction.
RESPONSE TIME
Promise what you can meet on a bad day, not a good one.
Meeting a modest promise consistently builds more trust than missing an ambitious one.
WHAT TO PUT IN WRITING
All of the above, sent at onboarding.
Verbal expectations are remembered differently by each party.
