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.

Low (P4)Medium (P3)High (P2)Urgent (P1)
Priority Description
SeverityNo impact to standard workflows. Work around available to circumvent the issue.Minor Interruption to standard workflows. Work around available to circumvent the issue.Major Interruption to critical processes affecting a subset of users. No work around available.Severe interruption to work, impacting all users. No work around available.
SLA Targets
First response timeSame business day.Same business day.Within 2 hours.Within 1 hour.
Resolution timeWithin 2-4 weeks
(2 sprint cycles)
1-2 weeks
(within a sprint cycle)
2-3 Working days.24 Hours
(Immediate hotfix)

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