Service Level Agreement
Clear expectations. Real accountability. No corporate waffle. Here's exactly what you can expect when working with NotLuck.
The Important Bits
Skip the legal jargon. Here's what matters.
Response Time
For all support requests during business hours
Support Hours
UK business hours (emergency support available)
Platform Uptime
For CRM and hosted services
Support Channels
Multiple ways to reach us when you need help
How Fast We Move
Different issues need different speeds. Here's our commitment.
System Down
Complete platform outage or major functionality broken affecting your entire operation.
- CRM completely inaccessible
- All automations stopped
- Payment processing failed
Major Impact
Significant functionality impaired but workarounds exist. Business can continue.
- Specific automation failing
- Integration sync issues
- Email deliverability problems
Minor Impact
Non-critical issues that don't prevent normal business operations.
- Reporting discrepancies
- UI display issues
- Non-urgent changes
General Enquiries
Questions, feature requests, and general guidance.
- How-to questions
- Feature suggestions
- Best practice advice
What's Included
Crystal clear on what's in and what's out.
What's Covered
- CRM platform support & troubleshooting
- Automation fixes & workflow adjustments
- Integration monitoring & maintenance
- User access & permission issues
- Data import/export assistance
- Email deliverability support
- Training & how-to guidance
- Website hosting & SSL certificates
- Platform updates & security patches
- Monthly strategy calls (Inferno+ plans)
What's Not Covered
- Building new features or automations*
- Third-party software issues
- Custom development work*
- Issues caused by user modifications
- Data entry or content creation
- Marketing strategy & campaign management
- Domain registration & renewal
- Third-party API downtime
*Available as additional project work
How We Deliver
For new builds and custom projects, here's how we work.
Discovery & Scoping
We learn your business, document requirements, and agree on deliverables. You get a clear scope and fixed price before we start.
Build & Configuration
We build your systems in a staging environment. Regular updates keep you informed. Nothing goes live without your approval.
Testing & Review
You review everything. We fix any issues. Two rounds of revisions included as standard. Additional revisions quoted separately.
Launch & Handover
We launch together, train your team, and hand over documentation. 30-day warranty on all project work for bug fixes.
Our Project Guarantees
Fixed Pricing
The price we quote is the price you pay. No surprises.
Deadline Committed
We agree milestones upfront and stick to them.
Full Documentation
Everything documented so your team can self-serve.
30-Day Warranty
Any bugs in our work get fixed free for 30 days post-launch.
Escalation Process
If standard support isn't cutting it, here's how to escalate.
Support Team
First point of contact for all issues
support@notluck.co.ukAccount Manager
If unresolved after 48 hours
Your dedicated contactManagement
For critical unresolved issues
escalations@notluck.co.ukTerms & Conditions
The stuff lawyers like but written in plain English.
Billing & Payments
- Monthly subscriptions billed in advance
- Project work: 50% deposit, 50% on completion
- Invoices due within 14 days
- Late payments may result in service suspension
- No refunds on partial months
Cancellation
- 30 days written notice required
- No early termination fees
- Data export available for 30 days post-cancellation
- We'll help you migrate if needed
Data & Security
- Your data remains your property
- GDPR compliant data handling
- Regular backups maintained
- SSL encryption on all platforms
- No data sharing with third parties
Liability
- Maximum liability: 12 months fees paid
- No liability for third-party service outages
- No liability for user-caused issues
- Force majeure provisions apply
Questions About Our SLA?
We're happy to clarify anything. No question is too small.