Home → Introduction to RubiCRM → Service Level Agreement (SLA) → Priority Level 2 (P2)
5.2. Priority Level 2 (P2)
This usually represents issues involving a degraded service. This can be intermittent site or product issues generally resulting in a reduced quality of service. Usually, there is some kind of workaround or temporary fix available.
Our SLA for P2 Tickets
To have provided an update within 6 hours and resolution within 8 hours of the ticket being submitted.
This is based on sufficient information being provided in the initial request such as example company’s ID, contact’s ID, event ID, invoice numbers etc. If follow-up information is required by the support team this must be supplied in an appropriate time frame.
If the issue is caused by Rubi CRM and will take longer than 8 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.