07/14/2025
Congratulations to our Q2 Customer Feedback Winners - Zorah Williams, Todd Weight, Ashley Bitner!
We do not use SLAs in our customer agreements.
Most companies in our industry govern their actions and measure their customer success with arbitrary Service Level Agreements that are heavily slanted towards the vendor. Service companies often hide behind these SLAs to “prove to the customer” that they are performing well. We call these SLAs “contracted predefined excuses.”
The only measure we use for customer success is our actual customers and their feedback. It is NOT our customer’s responsibility to provide us with metrics – generally, we do that for them. So whenever a customer takes the time to provide us feedback – no matter if it’s good, bad, or ugly – we enter them in a drawing for some tech goodies and gift cards every quarter.
Great service isn’t just in our domain name, it’s in our DNA!