How SLA Targets Work Inside a Client Review Request
Every request that enters Orbitable's Dock carries an SLA target attached to that specific item, not a single blanket number for the account. The platform tracks the clock from the moment a client submits a request, whether that's markup on a draft or a brand new ask, and reviewing that work never costs credits, since credits meter agent production, not review cycles.
What counts as a request
A request in the Dock is any action a client takes on work sitting in their queue. That includes:
- Marking up a draft with pins and sending it back for revision
- Approving a draft into the Library, closing the loop
- Raising a brand new request that didn't exist in the queue before
Each of these is logged as its own item with its own SLA target, not folded into one running total for the account. A client who sends back three rounds of pins on the same landing page generates three trackable requests, each with its own clock, not one open-ended thread that quietly ages.
Where the SLA target actually comes from
The SLA target sits on the request itself rather than as a fixed platform setting, because a single blanket number doesn't fit the range of work moving through the Dock. A one-line copy tweak and a full campaign rewrite are different jobs with different reasonable turnaround expectations, and treating them identically would either make simple fixes look slow or let complex rewrites look overdue when they aren't. Attaching the target to the request, rather than to the account, is what makes the number mean something when a client or a team lead looks at it.
What happens after a client sends work back
When a client pins comments and sends a draft back, that action becomes the new clock-start for that request. The team addresses the pins, the draft goes back into the queue, and the client's next move (approve into the Library, or pin again) is what closes or resets that request's SLA tracking. This is the same surface whether the original work came from a single agent or from a multi-step sequence, because the Dock sits on top of the shared world model every agent draws from. There's no separate ticketing layer to keep in sync with the actual draft.
Why reviewing never touches your credit balance
Credits meter the work agents produce: a brief, a draft, a sequence of outreach copy. They do not meter the act of a client looking at that work, marking it up, or sending it back. That distinction matters for SLA targets specifically, because it means a request can go through several rounds of pins and redelivery without anyone watching a credit counter tick down in the background. The clock that matters during review is the SLA target on the request, not the credit meter on the account. If credits run out mid-cycle, new agent work pauses until a top-up or the month resets, but the review conversation already in the Dock keeps moving.
Who can see the request and its status
A client seat is Dock-only: it shows what's waiting for that client, the pins they've left, and the status of anything they've sent back or raised. Internal team notes attached to the same piece of work are never visible from that seat, so the team can discuss a draft candidly inside the workspace while the client sees only the polished version and the request thread relevant to them. This split is what lets an agency or an internal team run its own working notes on a client's request without exposing that layer to the person the SLA target is actually tracked against.
Dock access by plan
Annual billing saves 20% across paid plans. On Founder and Enterprise you can't buy extra seats beyond the plan's allocation; on Team and Agency, extra seats cost $79/mo and $49/mo respectively, and a seat count includes the account owner plus any pending invites.
FAQ
Does the SLA clock start when a request is created or when a team member opens it?
The clock is tied to the request itself, starting from the point a client submits it, whether that's a markup with pins or a fresh ask raised from inside the Dock. It isn't dependent on when a specific person happens to open or claim the item. That's what keeps the target meaningful even across weekends or when the assigned reviewer is out.
Do SLA targets cost credits to track?
No. Credits are consumed by agent production work, such as drafting or executing a sequence, not by the act of reviewing, marking up, or tracking a request's SLA status. A client can send a draft back multiple times without the account's credit balance moving.
Can a client see the internal notes attached to their request?
No. A client seat is Dock-only and shows the request, its status, and the SLA target, but internal team notes on the same piece of work stay hidden from that view. This lets a team work through revisions candidly without exposing that discussion to the client.
Which plans include the Dock, and what does it cost on the others?
The Dock is included on Agency ($1,999/mo) and Enterprise plans. On Founder ($89/mo) and Team ($349/mo), it's a $49/mo add-on. Whichever plan you're on, requests raised through the Dock carry the same request-level SLA mechanics.
What happens if a client raises a new request instead of sending markup back?
It's logged as its own request with its own SLA target, separate from any existing thread tied to a draft already in review. That keeps a fresh ask from getting buried inside an older, unrelated revision cycle, and it means the team can prioritise the two independently rather than treating them as one combined item.