Offshore staffing replacement guarantee
Replacement guarantee: 6 months on Direct Hire, 30 days on Managed Teams. If it's not working, we replace your operator at no extra cost. A free replacement, not a refund of fees.
Replacement guarantee questions
Does Staff Stack offer a replacement guarantee for offshore staff?
Yes. Staff Stack offers a free replacement guarantee for 6 months on Direct Hire and 30 days on Managed Teams. It covers an operator who is not meeting the agreed expectations, subject to the coverage boundaries on this page.
Is the replacement guarantee a refund?
No. The guarantee provides a replacement operator, not a refund of placement or management fees. The Direct Hire search deposit has separate refund conditions on the pricing page.
How do I raise a replacement request?
Contact your Client Success Manager within your replacement window with specific concerns about performance, quality or fit. Include examples against the agreed role scope so the team can assess coaching or replacement.
Compare the engagement models and deposit conditions on our pricing page. Review how hiring works and the role-selection guide before choosing your operator.
What's Guaranteed
StackGuarantee reduces the risk of offshore hiring with concrete commitments and clear processes.
Replacement Guarantee
If your operator isn't meeting expectations, we replace them at no additional cost. Replacement guarantee: 6 months on Direct Hire, 30 days on Managed Teams. The guarantee is a free replacement, not a refund of fees — we replace, never refund.
Refundable $500 Deposit
Direct Hire starts with a $500 deposit. It's fully refundable if we don't deliver a shortlist within 10 business days or you decide not to hire from it, and credited against the placement fee if you hire.
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 6 months on Direct Hire and 30 days on Managed Teams. 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 a free replacement guarantee behind the placement.
Get Your First Operator