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Service Level Guarantee
Every engagement is backed by written service levels — clearly and with named remedies.
Coverage at a glance
99.9% Availability
Uptime target for the environments and services we operate, measured monthly — service credits apply if we miss it.
Response Times
15 minutes for critical incidents on managed services, 4 business hours for standard requests.
Minimum ROAS Target
Agreed return on ad spend written into every Google Ads retainer — miss it and remediation is free.
What the guarantee covers
- Availability. 99.9% monthly uptime for infrastructure we operate, excluding planned maintenance windows agreed at least 5 business days in advance.
- Incident response. Critical incidents acknowledged within 15 minutes and continuously worked; high priority within 1 business hour; standard requests within 4 business hours, Monday to Friday.
- Advertising performance. Where a minimum ROAS or CPA target is agreed in your proposal, two consecutive months below target trigger a free optimisation sprint and a pro-rata service credit on the following month's retainer.
- Delivery & quality. Agreed milestones missed for reasons within our control are re-delivered at no additional cost, and the first 30 days are covered by our Refund Policy.
What it doesn't cover
- Outages caused by your cloud provider, DNS registrar, payment gateway or Google's own platform — we will still lead the incident response and pursue the provider on your behalf.
- Changes made directly to your environment or ad account by your team or a third party without notifying us.
- Custom enterprise programmes, which follow the service levels agreed in writing in the signed statement of work.
How to claim a service credit
- Get in touch. Email info@chiliths.com with your invoice or order number and a short description of the missed service level.
- We respond. Your client success manager replies within 2 business days with the measured figures and confirms the credit or remediation that applies.
- Made right. Credits are applied to your next invoice, or refunded by bank transfer if the engagement has ended — no forms, no runaround.
Your invoice number (or account order history) is all the proof needed. The guarantee is provided by Chili Technology Inc and applies to every engagement made through chiliths.com.
Something not going right with your service? Contact us.