True Day 45-Minute Arrival Guarantee — Written SLA

Effective date: September 22, 2026 · Version 1.0

Our Written Commitment

For every emergency water damage call within our defined service area, True Day Water Damage Restoration guarantees that a certified technician will arrive on-site within 45 minutes of your call being answered, 24 hours a day, 7 days a week, 365 days a year. This is a written commitment, not a marketing claim.

This page contains the full terms of that guarantee. A signed copy accompanies every emergency service dispatch, and the same terms are printed on every service agreement.

Unlike verbal promises, unbacked marketing taglines, or arrival-time claims with no accountability mechanism, our guarantee names a specific timeframe, defines the geographic area it covers, states what happens if we miss it, and lists the specific conditions under which it applies. Everything is here in writing.

What “45 Minutes” Actually Means

Start of the clock: the moment your call to (385) 247-9359 is answered by our live-answered dispatch line (no voicemail — we answer 24/7/365).

End of the clock: the moment a True Day technician is physically on-site at the address you provided at the start of the call, ready to begin emergency assessment.

Not counted toward the 45 minutes:

Time you spend on the phone providing address and initial project details (usually 60 to 90 seconds)
Time spent on hold if you called during a rare peak-call moment (we minimize this with our live-answer service)
Time spent waiting for you to unlock a gate, open a door, or grant access once we arrive

Service Area Covered by the 45-Minute Guarantee

The 45-minute arrival guarantee applies to emergency calls at any residential or commercial property within the following service area:

Salt Lake County Communities

South Jordan (all neighborhoods including Daybreak)
Herriman
Bluffdale
Draper (including Suncrest — see elevation note below)
Riverton
West Jordan
Sandy
Cottonwood Heights
Midvale
Murray
Taylorsville
Holladay
West Valley City (east side within reasonable proximity)

Elevation and Weather Notes

Suncrest (Draper, elevation 6,200 feet): the standard 45-minute guarantee applies in normal conditions. During winter storm events that close or restrict Traverse Ridge Road, response times may extend. We will inform you of the estimated arrival time at the start of the call.

Cottonwood Heights east side and Wasatch Boulevard corridor: the standard 45-minute guarantee applies. During Big Cottonwood Canyon road restrictions (typically related to avalanche control operations), we will inform you of any estimated adjustment at the start of the call.

If We Miss the 45 Minutes: Your Compensation

If a True Day technician does not arrive on-site within 45 minutes of your call being answered (subject to the exclusions listed below), your emergency inspection is free — meaning:

The first-hour assessment fee is waived
The first-hour FLIR thermal imaging and moisture meter evaluation is waived
The initial Xactimate scope preparation for the affected area is waived

You continue to receive the same full emergency response, structural drying, and insurance documentation as any other True Day customer. The waived amount is applied as a credit to your project invoice, or refunded to your card if you paid up front.

To receive the guarantee compensation, no action is required from you. If our dispatch records show we exceeded 45 minutes on your call, the credit is automatically applied to your invoice.

Exclusions

The 45-minute guarantee does not apply under the following conditions:

Force Majeure Events

Declared state or federal emergencies (severe winter storm warnings, flash flood emergencies, wildfire evacuations, earthquake events)
Road closures ordered by law enforcement or UDOT along the primary route to your address
Active weather events severely restricting safe vehicle operation (whiteout conditions, active flash flooding)

Note: during force majeure conditions we still dispatch — the guarantee is suspended, not the service.

Access Restrictions

Gated communities where security check-in adds unpredictable time (we work with your gate ahead of time whenever possible)
Locked properties where the customer is not on-site to grant access
Properties outside the service area defined above

Non-Emergency Calls

The 45-minute guarantee applies to emergency water damage response calls. It does not apply to:

Scheduled inspections (mold assessment, moisture surveys, insurance documentation for known but non-emergency conditions)
Reconstruction phase visits (which are scheduled by appointment)
Warranty callbacks (covered under the standard 5-business-day warranty response window)
Consultation calls or estimate-only requests

Peak Call Volume

During major weather events (severe winter freeze events, monsoon flash floods, extended power outages) our dispatch call volume can exceed normal capacity. In these rare situations:

Your call is answered live within 3 rings by our dispatch service (we do not use voicemail).
You are informed at the start of the call whether the 45-minute guarantee is temporarily extended due to volume and any prior calls.
If the guarantee is extended, we tell you the honest estimated arrival time. We do not pretend we can be there in 45 minutes when we cannot.

The guarantee only applies when we accept the call under standard terms. This exclusion is transparently disclosed at the start of any affected call.

How to Verify the 45-Minute Response

If you want to verify our on-site arrival time relative to your call time:

Note the time your call was answered (many phones display call timestamps in the recent calls log)
Note the time the True Day technician arrived at your property
Compare the two — the difference is the actual response time

If the difference exceeds 45 minutes on your first emergency call, the guarantee compensation applies automatically. Our own dispatch log records the same information and cross-references at invoice time.

Why This Guarantee Exists

Water damage escalates by the hour. A Category 1 clean-water event that would have been a straightforward drying job at hour zero can become a Category 2 or 3 contamination event by hour four, and can develop mold conditions in the wall cavities by hour 48. Fast response is not a marketing preference — it is the single most important variable determining the total cost of a restoration project and the health impact on the occupants.

Every restoration company knows this. Most advertise it. Few put it in writing. We put it in writing because it is the honest way to run this business, and because a written guarantee is the only way for a homeowner to distinguish real speed from a marketing tagline.

General Provisions

Governing Law: This service level agreement is governed by the laws of the State of Utah. Any disputes arising from this SLA shall be resolved in the courts of Salt Lake County, Utah.

Limitation: True Day’s guarantee liability is limited to the value of the emergency inspection fee waived. Consequential damages, delay-related property damage, or damages you claim resulted from a slower-than-45-minute response are not covered by this guarantee. They may be covered under your homeowner’s insurance policy.

Modification: True Day reserves the right to update the terms of this guarantee, but any change applies only to calls placed after the effective date of the updated version. Emergency calls placed before an update are governed by the version in effect at the time of the call.

Non-Impairment of Statutory Rights: This guarantee is in addition to, not in place of, any consumer protection rights available to Utah residents under state or federal law. Nothing in this SLA limits your rights under the Utah Consumer Sales Practices Act.

Downloadable Copy

A printable PDF version of this SLA is available upon request. Email info@truedaywaterdamagerestoration.xyz with the subject line “SLA PDF Request” or call (385) 247-9359.