Service Level Agreement
Profit is constantly working to improve its commitment to quality customer support. We kindly ask you to help us respond to your requests efficiently by providing any relevant information about the problem.
99.9%
Uptime/Availability
Profit.co services have an uptime guarantee of 99.9%.
In case of planned downtimes for maintenance, Profit.co will give at least 2 weeks of notice. Our maintenance activities are usually performed on Saturdays.
< 2 seconds
System Response
Profit.co prides in building and rolling out products with great user experience, including good system response times. On the cloud instance, we strive for UX responses to be less than 2 seconds on average, without considering tracking requests that are loaded in the footer, and hence doesn’t impact user experience.
Issue Response & Resolution
An escalation ladder from urgent to low — priority is a scale, not a set of unrelated buckets.
- P1
Urgent
Severe interruption to work, impacting all users. No work around available.
- First response
- Within 1 hour.
- Resolution
- 24 Hours(Immediate hotfix)
- P2
High
Major Interruption to critical processes affecting a subset of users. No work around available.
- First response
- Within 2 hours.
- Resolution
- 2-3 Working days.
- P3
Medium
Minor Interruption to standard workflows. Work around available to circumvent the issue.
- First response
- Same business day.
- Resolution
- 1-2 weeks (within a sprint cycle)
- P4
Low
No impact to standard workflows. Work around available to circumvent the issue.
- First response
- Same business day.
- Resolution
- Within 2-4 weeks (2 sprint cycles)
Support Capabilities
You’re in the capable hands of the Profit Support Team!
Phone
We have a set phone number dedicated to client to handle any support issues – P1/P2/P3/P4
Email
Dedicated team will handle support emails with prompt response for P1/P2/P3/P4 issues or queries
Ticketing System
We will use Apptivo ticketing system