Client delays kill margin. SLAs work both ways.
Define mutual SLAs in onboarding
- Your response time on questions.
- Client feedback time on deliverables.
- What happens when feedback is late (timeline shifts automatically).
- How many revision rounds are included.
Enforce in the portal
Timestamp approvals. Escalate when SLA breached, system nudge, not passive-aggressive email.
Use this as a working checklist inside your team first. When the same steps repeat every week and spreadsheets start breaking, that is usually the moment to scope a secure portal for onboarding status, account actions, files, approvals and customer messages as an owned system. See the relevant Standen service · More guides · SaaS ops audit.