Response times
| Priority | Example | First response | Working on it |
|---|---|---|---|
| Critical | Site down after a change we made, tracking broken during a launch | 2 business hours | Until fixed |
| High | A deliverable blocks a campaign | 1 business day | Within 2 business days |
| Normal | Questions, small changes | 2 business days | Next weekly plan |
Working hours
India: Monday to Friday, 10:00–19:00 IST. Malaysia and Singapore: 10:00–19:00 local time. United States and Australia: business-hour overlap agreed in the order form. Public holidays in the client's country are excluded.
Reporting rhythm
Retainer clients receive a Friday update by email and a monthly report by the 5th, with a monthly call.
Escalation
If a response is late or unsatisfactory, write to your account lead, then to hello@mrooi.com with "Escalation" in the subject; a founder replies within 1 business day.