Service Level Agreement - Client Support & Community Partners

Service Level Agreement - Client Support & Community Partners


Here at Speak Out Illinois LLC, we've created Our Service Level Agreement for Clients and Community Partners.   By creating this agreement, we have established some guidelines to have a smooth and effective support experience. 

Warning
All Emails sent to Speak Out Illinois LLC will be logged as a case in our support system along with being assigned a conversation ID number.  This is automated and we have no control over Conversation ID numbers. 
All Emails sent to Speak Out Illinois LLC during Operating Hours of Monday through Friday from 9:00AM - 5:00PM CST/CHICAGO, will be responded to the Same Business Day in most cases. 
In some cases where more discovery is required, we will respond to you to acknowledge your inquiry and that we are working on a resolution.  We will inform at this time on when to expect a resolution for your case. 

In the Below Chart, it will classify how many days we aim to resolve your request in and the first response due time:

CHANNEL TYPE: 
 RESOLVE WITHIN: 
FIRST RESPONSE DUE WITHIN:
GENERAL EMAIL 
 30 DAYS 24 HOURS
CHAT
 3 DAYS 
 8 HOURS
SOCIAL MEDIA 
 14 DAYS
 48 HOURS
REFERRALS & CORRESPONDENCE
 10 DAYS 
 8 HOURS
Alert
ALL CASES FROM ORGANIZATIONS, GROUPS & BUSINESSES HAVE AN AUTOMATIC SLA TIME OF 30 DAYS AND 48 HOUR RESPONSE TIME
Warning
REQUESTS FROM MEMBERS OF THE MEDIA/PRESS ARE NOT GURANTEED SLA TIME OR RESPONSE TIME AS SOME REQUESTS MAY GO UNANSWERED BY DEFAULT GIVEN THE NATURE OF THE REQUEST(S)