Monday - Friday | 10:00 - 22:00 UTC* 5:00 AM - 5:00 PM ET 2:00 AM - 2:00 PM PT |
Saturday, Sunday | Closed |
Support will be closed during official Israeli holidays and weekends (Friday afternoon - Saturday evening, Israeli time).
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 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.
Support tickets that breach their maximum estimated SLAs are automatically escalated to ensure timely resolution.
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.
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.