Our guarantee
Every engagement comes with a published SLA. We commit to the timeline, the scope, and the quality of the report before you pay, and we stand behind it.
SLA commitments by service
SLA clock starts from payment, not from the date of booking.
What if the SLA is missed?
Contact our support team immediately. We will review what happened and work to resolve it as a priority. In most cases, a missed SLA is due to a circumstance we can document (vendor refusal, institution access restriction, weather), and the situation is communicated proactively before the deadline.
If you believe we have missed a committed deadline without justification, you are entitled to raise a formal dispute from your account dashboard. Our PM team will review it within 24 hours.
How to raise a dispute
- 01
Log in to your account and open the engagement in question.
- 02
Click "Raise a dispute" on the engagement detail page. You will be asked to describe what went wrong and upload any relevant evidence.
- 03
Our PM team will acknowledge the dispute within 24 hours and begin a review.
- 04
You will receive a written decision within 5 business days. If you disagree with the PM decision, you may escalate to a senior administrator.
What we stand behind
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