DoctorLogic Support SLAs

If you have a change you'd like to have made to your website, please email [e-mail].

Below are the timelines you can expect for a variety of our most typical requests.

Note: For any requests submitted, you should receive an automated message confirming receipt within 10 minutes. If you do not receive that confirmation, please resend it to [e-mail].

Request Type	Turnaround time	Details
First Time to Response	1 business day	You may expect acknowledgment/receipt of your outreach within this window
Adding Admin users	2 business days
Lead routing updates	2 business days	A change to where leads are sent
Singular People Place updates	Up to 3 business days	Adding, subtracting, editing providers, or facilities
Standard Blog additions	3 business days	Additional blog posts requested may increase the total time for completion
Home page content or image edits	3 business days	Varies from images swap outs, delivery time depends on number of sites requiring this update
Client-Authored Content - Procedure Pages	5 business days	Client must provide content
Bug fixes - Urgent	FTTR 4 hours, Custom Scope	Urgent means affecting access to sites or lead collection & distribution or obvious, public errors that affect consumer experience or misrepresentation of a brand, provider, facility, or service
Simple templated markup pages	5 business days	Templates selected from our markup template library in Admin
Custom development work	Varies based on scope	Additional fees apply.
New homepage inset(s)	5 business days
New Procedure Page Content Creation	2-3 weeks	A project fee will be outlined and once agreed upon, please expect 2-3 weeks turnaround time. Bulk adds/updates may increase the timeline.
Custom-coded markup pages	2-3 weeks	Additional fees apply.
Regular Touchpoints
Biweekly Case Updates		You may expect to receive a biweekly update for any cases spanning more than 2 weeks for completion