SLA
The numbers behind the response times. Read first, sign second.
Every Plumbline retainer ships with three response-time guarantees — the same three that land in the contract. This page is the summary; the line items below are the numbers the dashboard measures against.
Three guarantee sections that follow, plus an explicit exclusion list. Scroll to the bottom for the next step.
Why this page exists
The response-time guarantees — in writing, before signature.
Plumbline charges per outcome, not per hour — but the outcome only holds if the funnel stays responsive. The three guarantees below spell out the response-time commitments on the wired funnel, plus the explicit exclusion list that pauses the SLA without breaking the engagement.
01 · Coverage uptime
99% coverage, 60-second pickup.
The AI covers the after-hours and overflow lanes for 99% of inbound contact attempts within the calendar month. Pickup latency stays under 60 seconds on the median — the metric the contract measures, not a marketing promise.
99%
Inbound coverage per calendar month
< 60s
Median time-to-greeting
- After-hours inbound coverage holds for 99% of contact attempts within the calendar month — measured from missed call to AI workflow pickup
- Pickup latency stays under 60 seconds on the median response — time-to-greeting, not time-to-resolve, is the metric the SLA tracks
- Overflow during business hours is included — when the named human operator is on a call or off-shift, the AI covers the queue
- Coverage windows are written into the contract — the client-side calendar holds the source of truth, not a vendor-side toggle
02 · Lead-routing latency
Under 90 seconds, inbound to CRM.
The qualified contact lands in the CRM as a written record, with the routing decision timestamped. End-to-end latency is measured from the inbound contact to the CRM write — not from pickup to handoff.
< 90s
Median end-to-end, inbound to CRM
Documented
Response window for human handoff
- End-to-end latency from inbound contact to CRM record stays under 90 seconds on the monthly median — handoff + qualification + write
- Qualified contacts route to the assigned human within the documented response window — the warm-handoff is logged with a timestamp
- Every routing action lands a dated record in the audit trail — client-side CRM is the system of record, with the ID returned to the dashboard
- Drift on a wired integration pages the on-call operator inside the SLA — the response is logged, not the outage
03 · Monthly reporting cadence
First business day. PDF + CSV. Live in the dashboard.
The previous month's funnel metrics close on the last business day, then ship into the client's inbox on the first business day of the new month — PDF + CSV export, plus the same numbers live behind the dashboard login.
Day 1
First business day of the new month
< 24h
Report turnaround from month close
- Previous month’s funnel metrics land live in the dashboard on the first business day of the new month
- PDF + CSV export is generated on the same day — under one business day after the metrics close
- The report covers booked outcomes, qualified leads, re-engagement from the existing pipeline, and the consent log delta
- Quarterly outcome-price review ships as a one-page note — the band moves with the volume and the result
04 · Exclusions
When the SLA pauses — without breaking the engagement.
Force majeure, client-side outages, and documented third-party provider outages pause the SLA timer — the line items below are named in the contract so the exclusion isn't read at the moment of the incident.
- Force majeure — events outside the documented scope of either party's control (carrier outage, regional utility failure, declared emergency)
- Client-side outages — when the CRM, calendar, or telephony the engagement is wired to is unreachable from the client's side, the SLA pauses, not the engagement
- Third-party provider outages with named credit — when a sub-processor above the line (telephony carrier, scheduling provider) degrades, the credit is named in the contract, not estimated
- Volume below the agreed band — when the inbound volume drops below the audit-defined minimum, the monthly figure is paused and the SLA re-starts at the next band
Convinced?
Read the SLA above, then start the engagement.
Pick the path that fits — a one-page audit note (asynchronous, free) or a 30-minute call (synchronous, free). Either way, the SLA above lands in the contract alongside the response-time commitments and exclusion list.
Also read Terms and Refunds — the rest of the legal-supporting trio.
Plumbline response-time SLA: 99% AI coverage uptime with 60-second pickup, lead-routing latency under 90 seconds end-to-end, monthly reporting on the first business day, and explicit exclusions for force majeure, client-side outages, and named third-party provider outages.