Home → Introduction to RubiCRM → Service Level Agreement (SLA) → Priority Level 4 (P4)

5.4. Priority Level 4 (P4)

These are feature requests, custom work requests and bulk data update requests.

Our SLA for P4 Tickets

To have responded within 24 hours of the ticket being submitted.

Feature requests may be logged against our Product Roadmap or Product Backlog for consideration in our future product enhancements. These will be based on client demand for said features.

You will be informed if the item will be added to the Roadmap or Backlog and provided with an update when the item is worked on. Please note this can be months and in some cases years before requests are brought forward.

For custom work requests the team will gather specifications from the client and quote accordingly. Please note quotes are given based on the work specified. Additional requirements added following the quote will result in an increased quote.

For bulk data update requests if the client requests the Rubi CRM to carry out a data update in bulk for something which can be done through the CRM this will be quoted. If the data can not be bulk updated within the CRM we will carry out said update. This free bulk update applies only if requested infrequently.

Please note these hours are considered within our standard opening hours of 9am - 5pm.