StackGuarantee
A replacement guarantee with clear SLAs — 30 days on Managed Teams, 6 months on Direct Hire. If it's not working, we replace them — fast. No arguments, no refunds, no excuses.
What's Guaranteed
StackGuarantee removes the risk from offshore hiring with concrete commitments and clear processes.
Replacement Guarantee
If your operator isn't meeting expectations, we replace them at no additional cost — within 30 days on Managed Teams, or 6 months on Direct Hire. We replace, never refund. No arguments, no delays.
Clear SLAs
Every engagement has defined service level agreements: response times, quality standards, escalation paths. You know exactly what to expect.
Performance Plan Template
If issues arise, we provide a structured performance plan template. Clear expectations, timelines, and checkpoints for improvement.
Backup Bench Ready
Pre-certified backup operators in each role family mean replacements happen in days, not weeks. Your capacity doesn't skip a beat.
How Resolution Works
A clear, fast process from issue flagged to problem solved.
You Flag an Issue
Contact your Client Success Manager with specific concerns about performance, quality, or fit.
We Assess & Act
Within 24 hours, we review the situation and determine if coaching or replacement is the right path.
Rapid Resolution
If replacement is needed, we match you with a pre-certified backup within 7 days. If coaching, we implement a performance plan.
You Approve
New operator or improved performance — you confirm the resolution meets your needs before we consider the issue closed.
Our SLA Commitments
Concrete timelines you can hold us to.
For urgent escalations during business hours
Pre-certified backup operator presented
Structured improvement plan delivered
Regular KPI reviews and status updates
Full Transparency
StackGuarantee has clear boundaries. Here's what triggers (and doesn't trigger) a replacement.
Covered
- ✓Skill mismatch vs certification scorecard
- ✓Communication quality issues
- ✓Consistent quality errors
- ✓Responsiveness problems
- ✓Culture or work style mismatch
Not Covered
- •Scope changes after placement
- •Skills outside original role spec
- •Client-side process issues
- •Requests beyond your replacement window*
- •Performance during extended leave
*Your replacement window is 30 days on Managed Teams and 6 months on Direct Hire. Issues flagged afterward are handled through StackOps performance coaching and may still qualify for replacement on a case-by-case basis.
Hire With Confidence
StackGuarantee means if it's not working, we fix it. Get your first operator with zero risk.
Get Your First Operator