Project Manager Availability & Emergency Response Policy

Slack & Communication Requirements

All Project Managers and Sales team members are required to have the Slack app installed on their personal mobile device with push notifications enabled at all times. This ensures that critical client communications are never missed, regardless of the hour.

After-Hours Emergency Protocol

While PMs are not expected to be available for routine messages outside of working hours, client emergencies are an exception. If a client reports a critical issue or emergency via Slack, PMs must:
Acknowledge the message as soon as possible, even outside of working hours.
Immediately tag the relevant developer(s) in the thread so the technical team can take action.
Keep the client informed that the issue has been escalated.
PMs are not required to resolve technical issues themselves — their role in an emergency is to act as the bridge between the client and the development team, ensuring no emergency goes unnoticed.

Why this matters

Our clients trust us to be responsive when it counts. A missed emergency can damage that trust significantly. Having Slack notifications active is a small but critical part of delivering the level of service we're committed to.