Our commitment to continuous service, protected client work, and clear communication - even when things do not go as planned.
Last reviewed: June 2026 · Effective immediately
TreyTech operates across a distributed Studio Pro Network rather than a single physical office or team. This design means that disruption to any individual, location, or system does not halt client work. Projects are managed through cloud-based infrastructure with redundancy built in.
All engagements are scoped, documented, and tracked digitally through the TreyTech client dashboard. In the event of any disruption, your Engagement Manager will communicate immediately and a transition plan will be activated within four hours.
All client projects, assets, and communications are stored securely in the cloud. No single point of failure for data or project continuity.
Work is never siloed to one person. Studio Pros span every discipline, and coverage is maintained across all five studios at all times.
Each active engagement has a designated backup contact within TreyTech who can step in within 24 hours without disruption to deliverables.
Every deliverable is documented and tracked independently so progress is never lost, regardless of individual team changes or circumstances.
All client deliverables, files, project data, and communications are stored with enterprise-grade security and backed up regularly. TreyTech does not claim intellectual property over client work. Everything you own is yours, always accessible on request.
| What | How it is protected | Your access |
|---|---|---|
| Project files & deliverables | Cloud storage with version history and regular automated backups | Delivered at milestone; full export on request |
| Communication history | Retained across all platform channels for the duration of the engagement | Available on request up to 24 months post-engagement |
| Contracts & agreements | Digitally signed and stored with dual access (client and TreyTech) | Always accessible; copy provided at signing |
| Payment records | Maintained per standard accounting practices | Receipts and statements available on request |
In the event of a material disruption affecting service delivery or communication, TreyTech commits to the following response and recovery timeframes.
| Scenario | Response time | Resolution target |
|---|---|---|
| Engagement Manager unavailability | Within 4 hours | Backup EM active within 24 hours |
| Platform or tool outage | Within 2 hours | Alternative workflow active within 4 hours |
| Studio Pro change mid-project | Client notified within 24 hours | Qualified replacement identified within 48 hours |
| Data access or security concern | Immediate notification | Incident report within 72 hours |
TreyTech's policy is to proactively communicate any disruption to active client engagements before the client notices it. No client should ever have to chase us down to find out what is happening with their work.
In a disruption scenario, communication flows in this order: direct client contact via the project dashboard, email to the contact on file, and phone if urgent and unresolved after two hours.
This document is reviewed annually and updated as TreyTech's infrastructure and team grow. The commitments in this document are in addition to, and do not replace, any terms in your specific engagement agreement. For questions about this policy, contact info@treytech.biz.
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