Guarantee & SLA
Effective July 17, 2026
The short version: we revise the work until it matches the scope you paid for, respond fast when you need us, and keep your site online. If something breaks that promise, we make it right.
1. Scope guarantee
Every engagement is delivered against a written proposal or checkout page that spells out exactly what you're getting. If a deliverable doesn't match that scope, we revise it at no additional cost until it does. This is our first line of defense — we would always rather fix the work than argue about a refund.
2. Support response times
Support requests submitted via the client portal or mail@pleasantoaksolutions.com are triaged by priority. We hit these first-response targets 90% of the time, measured across all business-hours tickets in a given month.
| Priority | First response | Examples |
|---|---|---|
| Urgent | Under 2 business hours | Site down, checkout broken, security incident |
| High | Under 4 business hours | Contact form failing, major feature bug |
| Normal | Under 1 business day | Content edits, small tweaks, questions |
Business hours: Sunday–Saturday, 7am–7pm Pacific, excluding U.S. federal holidays. First-response time is the time until you hear back from a human — not the time to full resolution, which depends on the issue.
3. Uptime commitment (hosted sites)
For sites we host on your behalf, we target 99.9% monthly uptime. That is roughly 43 minutes of allowable unplanned downtime per calendar month. Uptime is measured against the primary public URL of the site, excluding:
- Scheduled maintenance announced at least 48 hours in advance.
- Outages caused by upstream providers (DNS, CDN, hosting platform) that are outside our control.
- Downtime caused by client-supplied code, plugins, integrations, or third-party services.
- Force majeure events (major regional outages, natural disasters, etc.).
If we miss the 99.9% target in a given month on a hosted site, email us and we'll credit one month of the applicable Maintenance & Support fee.
4. If you're not happy
Here is the exact escalation path — no runaround:
- Tell us what's wrong. Email mail@pleasantoaksolutions.com or open a ticket in the client portal. Be specific — screenshots and examples help.
- We revise. If the deliverable doesn't match your accepted scope, we fix it at no extra cost. Most issues end here.
- If revision isn't the right fix — for example, the scope itself was wrong — we'll work out a fair adjustment, credit, or refund per our Refund Policy.
Opens a pre-filled email so we can triage under the SLA response targets.
5. What's not covered
- Out-of-scope requests. New features, additional pages, or changes beyond the accepted proposal are quoted separately.
- Third-party outages. Downtime or bugs caused by services you own or chose (Stripe, Google, your DNS provider, marketing tools, etc.).
- Client-caused issues. Broken installs, edits, or code added after handoff that we didn't approve. We'll still help — it just won't count against uptime or trigger a refund.
- Guaranteed business outcomes. We build effective sites and workflows, but we can't promise a specific number of leads, sales, or rankings.
6. Frequently asked questions
What are your support response times?
Support requests are triaged by priority. We hit these first-response targets 90% of the time: Urgent (site down, checkout broken, security incident) under 2 business hours; High (contact form failing, major feature bug) under 4 business hours; Normal (content edits, small tweaks, questions) under 1 business day. Business hours are Sunday–Saturday, 7am–7pm Pacific, excluding U.S. federal holidays.
What uptime do you guarantee for hosted sites?
For sites we host, we target 99.9% monthly uptime — roughly 43 minutes of allowable unplanned downtime per calendar month, measured against the primary public URL. If we miss the target in a given month, email us and we'll credit one month of the applicable Maintenance & Support fee.
What's excluded from the uptime commitment?
Scheduled maintenance announced at least 48 hours in advance, outages caused by upstream providers (DNS, CDN, hosting platform), downtime caused by client-supplied code, plugins, integrations, or third-party services, and force majeure events like major regional outages or natural disasters.
What happens if a deliverable doesn't match what I paid for?
Every engagement is delivered against a written proposal or checkout page that spells out the scope. If a deliverable doesn't match that scope, we revise it at no additional cost until it does. If revision isn't the right fix — for example, the scope itself was wrong — we work out a fair adjustment, credit, or refund per our Refund Policy.
How do I escalate an issue?
Email mail@pleasantoaksolutions.com or open a ticket in the client portal. Be specific — screenshots and examples help. We revise at no extra cost if the deliverable doesn't match your accepted scope; if revision isn't the right fix, we work out an adjustment, credit, or refund per the Refund Policy.
Do you guarantee business outcomes like leads or rankings?
No. We build effective sites and workflows, but we can't promise a specific number of leads, sales, or search rankings. Our guarantee covers scope, response times, and uptime — not third-party outcomes.
7. Questions
Pleasant Oak Solutions LLC
30650 Rancho California Rd, Suite D406-520
Temecula, California 92591
mail@pleasantoaksolutions.com