Home → Introduction to RubiCRM → Service Level Agreement (SLA) → Priority Level 3 (P3)
5.3. Priority Level 3 (P3)
These are general issues. Usually, that means things like product questions and development issues which are not affecting the overall product.
Our SLA for P3 Tickets
To have responded within 16 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, 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 16 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.
This SLA time does not apply if your ticket is multi-faceted.
Please note these hours are considered within our standard opening hours of 9am - 5pm.