Home → Introduction to RubiCRM → Service Level Agreement (SLA) → Priority Level 1 (P1)
5.1. Priority Level 1 (P1)
These issues are usually business-critical. They represent an issue for which no workarounds exist, there is a severe outage or an issue that cannot wait as the results will affect trade significantly.
Our SLA for P1 Tickets
To have provided an update within 2 hours and resolved within 4 hours of the ticket being submitted.
If the issue is caused by Rubi CRM and will take longer than 4 hours to resolve we at Rubi CRM must inform the client when we expect the issue to be resolved.
If the issue is not fully controlled by Rubi CRM and involves the client or their 3rd party, a resolution time cannot be specified.
Please note these hours are considered within our standard opening hours of 9am - 5pm.
Client-wide outages will be communicated via our Service Status page.