Legal
Support Service Level Agreement
Last updated March 2026 · Effective April 15, 2026
1. Support Channels
| Channel | Details & Hours |
|---|---|
| Email Support | support@iCrewO.com | Available 24/7 for submission; responses during business hours |
| In-App Chat | Available via the Help icon within ICrewO | Business hours: Mon–Fri 8am–8pm EST |
| Support Portal | help.iCrewO.com | Self-service knowledge base available 24/7 |
| Emergency Line (P1 only) | support@iCrewO.com with subject 'P1 CRITICAL' | Monitored 24/7 for P1 incidents |
2. Priority Levels
All support tickets are classified by priority. Priority determines response and resolution targets.
| Priority | Definition | Examples | Business Impact |
|---|---|---|---|
| P1 — Critical | Complete platform outage or total inability to access the Service | Cannot log in at all; platform completely inaccessible; all data unavailable; PayPal integration completely down | Business operations fully halted |
| P2 — High | Major feature failure preventing core business operations | Cannot create or send estimates; invoicing completely broken; cannot access lead data; payment processing failing for all transactions | Significant business impact; core workflow blocked |
| P3 — Medium | Feature degraded or partially working; workaround available | Notifications not sending; calendar not syncing; file uploads intermittently failing; some reports not loading | Moderate impact; workaround exists |
| P4 — Low | Minor issue, cosmetic bug, or non-urgent feature question | UI display glitch; wrong label on a field; feature behaves unexpectedly but data is correct; general how-to question | Minimal impact; does not block business operations |
3. Response and Resolution SLA Targets
| Priority | First Response | Acknowledgement | Resolution Target | Update Frequency |
|---|---|---|---|---|
| P1 — Critical | 1 hour (24/7) | 30 min | 4 hours | Every 1 hour |
| P2 — High | 4 hours (bus. hrs) | 2 hours | 1 business day | Every 4 hours |
| P3 — Medium | 1 business day | Same day | 3 business days | Every 2 days |
| P4 — Low | 2 business days | 2 business days | 7 business days | On resolution |
Business Hours: Monday to Friday, 8:00 AM – 8:00 PM Eastern Standard Time (EST), excluding US public holidays.
P1 24/7 Coverage: P1 Critical issues are monitored around the clock. Email support@iCrewO.com with subject line 'P1 CRITICAL — [Your Account Name]' for immediate escalation.
4. Uptime Commitment
| Metric | Target |
|---|---|
| Monthly Platform Uptime | 99.9% (approx. 44 minutes downtime per month maximum) |
| Scheduled Maintenance | Notified 24+ hours in advance; conducted outside peak hours (typically Sunday 2–6 AM EST) |
| Unplanned Outage Notification | Initial notification within 30 minutes; updates every 60 minutes until resolution |
| Status Page | status.iCrewO.com — real-time and historical uptime information |
5. What Is NOT Covered by the SLA
- Issues caused by the Subscriber's own network, internet connection, hardware, or browser
- Downtime or errors caused by third-party services (PayPal, Twilio, OpenAI, AWS outages)
- Issues arising from Subscriber misuse, misconfiguration, or violation of these Terms
- Issues in free trial accounts (best-effort support only)
- Feature requests or enhancements (handled separately via product roadmap)
- Force majeure events beyond ICrewO's reasonable control
6. Escalation Procedure
| Level | Escalation Path |
|---|---|
| Level 1 — First Response | Support Agent: Initial triage, standard fixes, FAQ resolution |
| Level 2 — Technical Escalation | Senior Support Engineer: Complex technical investigation, API/integration issues |
| Level 3 — Engineering Escalation | Development Team: Code-level investigation, critical bugs, platform outages |
| Level 4 — Management Escalation | Support Manager / CTO: Escalated after 2× SLA breach or at Subscriber's request |
Subscribers may request escalation at any time by replying to their support ticket with the word 'ESCALATE' in their message.