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 a request is urgent in nature it will be prioritized. Urgent requests include hosting issues, downtime, and platform reliability issues. If you need prompt updates on your ticket please contact the office at 781-369-5154. We will respond ASAP (usually within 24 business hours).
II. Work Requests:
Work requests will be completed in a first-come, first-serve fashion with priority placed on clients with secured staffing and active agreements. If you are not on an active program or project, we will do our best to get back to you within a week of your request. If budget approval is required before work is performed we will respond with a time and materials estimate to address and complete your request. .
III. Project Revisions:
Requests submitted as part of a feedback or formal revision period are handled in batches to evaluate against your project goals and accommodate multiple stakeholders. Our team will be reviewing all requests, and then proceed with approved requests following the end of your revision window.
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