Quality Assurance Protocol
At Stirling, we strive to balance urgent requests with planned client work. While we often turn requests around quickly, if you experience a delay in hearing back from us it may be due to a higher than normal volume of requests.
I. Urgent Requests:
If something's on fire (figuratively) — we've got you. Urgent requests cover things like hosting issues, downtime, or anything impacting platform reliability. For the fastest response, call us directly at 781-369-5154. We'll jump on it ASAP and typically have things resolved within 24 hours.
II. Work Requests:
Everyday requests are handled on a first-come, first-served basis, with priority given to clients on active programs or retainers. Not on an active plan? No problem — we'll still do our best to get back to you within a week. If budget approval is needed before we dive in, we'll send over a quick time + materials estimate so you know exactly what to expect.
III. Project Revisions:
Revision requests tied to a live project are grouped and reviewed in batches. This helps us weigh all feedback against your project goals and streamline input from multiple stakeholders. Once your formal revision window closes, our team reviews everything together and then moves forward with the approved updates.