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 | ||||
| Severity | No 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 time | Same business day. | Same business day. | Within 2 hours. | Within 1 hour. |
| Resolution time | Within 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
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