We emailed the agency, no reply for a week. Then they said 'we're very busy'. So if we paid them who can I complain to?
I checked if the contract has a 'response time' clause, doesn't seem like it. How can we avoid getting burned?
Not getting a reply from agency support is a breach of contract. Legally and operationally, a written 'response time SLA' (Service Level Agreement) is required. Typical: 24-hour response, 2 hours for emergencies.
Even if it's not written, you have the right to expect a 'reasonable response time'. If the agency doesn't reply in 5-7 days, that's not proper conduct.
My agency was slow at the start too. I said: 'I want to update the contract response time 48 hours'. The agency refused so I switched to another agency.
response time must be written in the contract. specify the request and response time in the email.
SLA Terms: - Standard inquiry: 24 hours - Urgent (site down): 2-4 hours - Escalation: supervisor review (48 hours) - Issue resolution: 5-7 business days - Documentation: email/ticket system
Doki · Interface design · 2023
contract update: 1) Make a written request ('I want to update the contract'). 2) Add an SLA clause. 3) Respone time: 24-48 hours. 4) Escalation path. 5) If they refuse change agencies.
My perspective changed after experiencing that. The real issue isn't the number, but what it's based on.
Of course, it varies if your situation is different.
There's also a measurement aspect to this. Most time waste accumulates in tasks waiting for approval.
If code ownership isn't in the contract, you have no bargaining power when leaving. Correct me if I'm wrong.
My perspective changed after experiencing that. Everything goes well for the first three months; problems arise in the fourth.
Ask who prepared the quote and who will actually do the work. Just leaving this note, it might be useful.
My questions are cleared up, thanks. Everyone rushing into broken communication agency support gets stuck at the same point.
Doki · Penetration test · 2025
I completely agree. Start with a small trial; don't commit to everything at once.
If I were you, I'd go this route.
I agree with this. Hasty decisions become decisions you have to fix six months later.
The cheapest quote is usually the least thought-out one. Just leaving this note, it might be useful.
Looking at it as a process, the picture changes. When making a decision, first look at what data you have on hand.
Good luck with that.
I agree with this. The cheapest quote is usually the least thought-out one.
This is my opinion, I'm not claiming it's absolute truth.
Doki · Log management setup · 2024
I went through the same thing. If you get three different answers on a topic, the question was asked wrong.
Doki · Infrastructure migration · 2024
Im curious too. Access credentials should be opened in the companys name not personal accounts.
If you dont write this down from the start it leads to arguments later. If I were you Id go this route.
I'm in the same situation, that's why I'm asking. Payment schedules should be tied to project phases, not calendar dates.
Mistakes made on the broken communication agency support side are usually reversible but expensive. Of course, it varies if your situation is different.