“We reply immediately” is a sales sentence. A software partner’s response time is a right only when the contract can measure it. The sentence names the channel, the clock, what a reply means, and that a fix is a separate commitment.
A reply is not a repair
A reply records that the request was received and who is looking. A repair closes the fault. Binding both to the same clock produces either an unrealistic night promise or a promise that never finishes. A helpdesk night shift sits outside this written scope. A production failure and a copy change do not share a clock.
Severity is a line in the written scope
Production down, a form that does not arrive, and a request for a new page are different lines. Each line states the first-reply window and how the item enters the queue. The clock follows business days in Berlin and Ankara. A weekend watch that was not bought is treated as absent from the contract.
The clock does not move account ownership
A short reply does not leave the code with the partner. Code ownership stays with the company. Access sits on the company’s accounts. The response sentence speeds care. It does not delay handover. If the repository is a personal account, the work stops at exit no matter how fast the replies were.
One counterpart owns the clock
HED Creative is the accountable partner in Berlin and Ankara. A request that starts in the website, the software or the ads account opens on the same record. A tour of three suppliers saying they did not look consumes the window. The contract does not accept that tour.
To see the sentence in writing, ask via IT partner. How the clock meets the queue: retainer scope.