First Class standard
Our Response Time Standard
What First Class members can expect from our team, and how the clock works.
On the clock
Fast, clear, on the clock
Every request is tracked from the moment it lands. You always know where it stands and what comes next.
1 hourFirst response
1 dayRequest started
The timelines
What to expect, step by step
From first message to your review window.
First responseWithin 1 business hour.
Request triaged and startedWithin 1 business day.
Quick builds1 to 2 business days.
Standard builds3 to 5 business days.
Large buildsUp to 10 business days, with a check-in on day 5.
Your review window3 business days.
These are our maximums. Most requests move much faster.
How the clock works
Business hours, and pauses for you
The clock only runs when we have the ball.
- Business hours only
The clock runs Monday to Friday, on business hours. - It pauses while we wait on you
When we need your input, the clock pauses until you reply. - A waiting request closes after 5 business days
This frees up one of your 4 open request slots. - Reopening takes one message
Send a message and we pick it right back up.
On Fast Start?
This standard is part of First Class
Fast Start does not include project requests or the First Class group chat.
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