All morning before heading to the office, I was reading about SLA (Service Level Agreement).

This is a document that defines the scope of services provided by the agency. It doesn't necessarily have to be a separate document; in my contract, it was just a separate section, but later I removed it with my lawyer.

Now I feel I need to bring it back, and as an appendix to the contract on a separate sheet.

Why?

Just on Monday morning, my clients' clients called me twice, sent SMS twice, wrote to me in Max once, and twice to different work emails — corporate and agency.

In the midst of this madness, I wrote to one person both in Max and via SMS.

This will soon end, of course, and settle down, but in contracts we need to specify:

💬 Where we have urgent communication.
💬 Within what timeframe we must resolve a task if it comes through an urgent channel.
💬 Separation of response time and problem resolution time. We must respond within 15 minutes and resolve the task within an hour.
💬 Task categories: what is urgent and what is not.
💬 Limits on the number of tasks in progress.

It would seem there is an appendix with a list of works where everything is specified, but there are projects with a very large list of services and clients who ask to do 10 things at once from what they signed.

In short, I recommend you take a closer look at the Service Level Agreement, even though it originally comes from the telecom/IT field, it can be useful.