Another client thinking we are volunteering clairvoyant devs. They don't say so in the mail exchange that their problem isn't fully resolved yet, and then call annoyedly that this absolutely can't wait until tomorrow. And they don't want a a service level agreement either that specifies we guarantee a certain response time. Yep, this is totally how things work.

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    SLA might be overkill, maybe set some base SLO's? That way you can't be blamed if someone didn't check their email because they are coding away ^^
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    @EngineerCoding we standardly work with SLAs, or otherwise on the basis of best effort, which they know very well. we also have a customer hotline which they called in the end, but quite late
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