Service levels

These definitions form part of our terms of service, in the version you accepted.

Business days and support hours

Business days are Monday to Friday, except the Philippine regular holidays listed below. Support runs Monday to Friday, 09:00–19:00 Philippine time (UTC+8). Special non-working days declared at short notice count as business days, so they never delay a reply.

Reply times

A reply time is the time to our first response: a reply from a person that acknowledges your request and says what happens next. Automatic receipts don't count.

• A request received during support hours on a business day starts the clock immediately.
• A request received before 09:00 on a business day starts the clock at 09:00 that day.
• Any other request starts the clock at 09:00 on the next business day.

The business day the clock starts is day 0. All times are Philippine time.

Examples: a Care request on Monday 10:00 is due by Wednesday 19:00. A Care request on Friday 19:30 starts the clock on Monday 09:00 and is due by Wednesday 19:00.

Reply-time targets are suspended while an account is paused for non-payment, and during events beyond our control (terms section 13).

Critical issues

On Priority, and on Dedicated where your Order Form says so, a critical issue is:

• Production is down or unusable for most users
• A security incident or a suspected data breach
• Data loss or corruption in progress
• Payments or checkout failing

Raise it by emailing support@theetech.co with CRITICAL at the start of the subject, or by posting in your shared channel. Critical issues are acknowledged within 2 business hours of the clock starting. A request that doesn't meet the definition is handled as a normal Priority request, timed from when we received it.

Hours

We record time as worked, rounded up to the next 15 minutes per engagement per day. Each month, hours are used in this order: rolled-over hours first, then the month's allowance, then any extra hours you approved.

Work beyond your available hours is logged, but it is not billed unless you approve extra hours in writing first. An email counts as writing.

Unused hours roll over for 1 month, up to the allowance of the plan you're on next month, and then expire. Hours have no cash value and lapse when an engagement ends.

Dedicated is capacity-based: a full-time developer for a fixed monthly fee. Hours are reported each month but don't roll over and aren't billed as extra hours.

Monthly periods

• Periods are calendar months in Philippine time.
• Starting on the 1st: your first period is a full month.
• Starting between the 2nd and the 15th: your first period runs to the end of that month, with hours and fee pro-rated by days.
• Starting on the 16th or later: your first period runs to the end of the following month, with hours and fee pro-rated by days, on one first invoice.
• Your final period is pro-rated to the end date.
• The onboarding audit is completed within your first full calendar month.

Monthly reports

Your monthly report, with the time log, is sent by the 3rd business day of the next month.

Philippine regular holidays