Our service level agreement for Propel users.
Click here for a PDF version.
Support Hours
|
Sunday |
10:00 - 18:00 UTC* 5:00 AM - 1:00 PM ET 2:00 AM - 10:00 AM PT |
|
Monday - Friday |
10:00 - 22:00 UTC* 5:00 AM - 5:00 PM ET 2:00 AM - 2:00 PM PT |
|
Saturday |
Closed |
*Winter time: add 1 hour when observing Daylight Savings time (end of March - end of October)
**Support will be closed during official Israeli holidays and weekends (Friday afternoon - Saturday evening, Israeli time).
Support Channels
All support channels are available to all customers at no charge, regardless of version.
|
|
|
|
Chat |
Available from within the web application |
|
Phone |
+1 (646) 582-9680 ext. 2 |
|
Screen Share |
By appointment |
|
Propel Status |
Severity Levels and Response Times
|
Severity Level |
Description |
Time to Response* |
Time to Resolution* |
|
Severity 1 |
Server is down or otherwise impaired |
< 30 minutes |
< 2 hours |
|
Severity 2 |
Critical bug - major function or material feature is not working properly |
< 2 hours |
< 8 hours |
|
Severity 3 |
General inquiries or usability issues |
< 2 days |
< 1 week |
|
Severity 4 |
Feature requests |
< 2 days |
** |
*Times listed are maximum estimated times and are not indicative of average actual response, which may vary due to multiple variables, circumstances and availability of third parties. Nevertheless, Propel will use its best efforts to respond and resolve support cases in the above times.
**Feature requests will be evaluated by Product Management and may be included in a subsequent release if there is sufficient customer interest.
Escalations
Support tickets that breach their maximum estimated SLAs are automatically escalated to ensure timely resolution.
Service Availability Guarantee
Propel uses reasonable commercial efforts and resources in order to guarantee an uptime of 99.9%, excluding planned downtime which will be notified in advance. The sole compensation for outages of greater than four (4) hours in a month will be a subscription extension equal to the outage time rounded to the nearest day, with an assumption of eight (8) hours in a day, if requested by the customer in writing within one (1) week of the outage. Outages of less than four (4) hours in a month will not be compensated.
Scope of Propel Support
Propel always works to ensure the maximum functionality and usability of its products. That said, certain support requests might be outside the scope of our customer support operation. Following are examples of support requests within scope and support requests out of scope.
Within Scope
- Propel server availability issues
- Bug reports and fixes in the application
- Assistance with plug-in installation and configuration, excluding anything mentioned below as explicitly out of scope
- How-to and product questions
- Feature requests and product feedback
Out of Scope
- Assistance setting up G Suite
- Assistance installing, updating, or configuring Microsoft Outlook or Microsoft Exchange
- Unsupported Microsoft product versions
- Unsupported browsers or browser versions
- Email deliverability issues
- Problems arising from conflicting 3rd party Gmail or Outlook plug-ins
- Support cases caused by circumstances not in Propel’s reasonable control, including, without limitations, force majeure of any kind (for example only: Covid-19 pandemic related circumstances, war, and natural disasters), availability of third party services, services attacks, and as further set forth in the End User License Agreement.
- Other support cases arising from on-premises bugs, malfunctions, errors, equipment, or non-adherence to the End User License Agreement.
Support Languages
- English
- Hebrew