1. Purpose
This SLA outlines the expected level of service provided by the PharmaGuide Customer Service Team to users of PHOX and other PharmaGuide products. It establishes service expectations, defines escalation paths, and outlines response commitments to ensure high customer satisfaction and operational consistency.
2. Scope
This SLA applies to:
All PharmaGuide customers, segmented by plan (Service, Compliance, Elite, and Enterprise). Customers may also purchase individual modules separately.
Support requests submitted through email and Intercom chatbot.
Business hours: Monday to Friday, 9:00 AM – 6:00 PM EST (excluding holidays).
3. Support Channels
Method | Availability | Response Target |
Email (support@pharmaguide.ca) | 24/7 intake, handled during business hours | 1–2 business days |
Live Chat (Intercom AI + Team) | 24/7 AI assistant, team available during business hours | Instant via AI; under 5 min during business hours |
Ticket Creation via Chatbot | 24/7 | 1 business day |
Phone (optional, Enterprise only) | On request | Scheduled callback within 2 hours |
4. Response Time Commitments
Severity Level | Description | Initial Response Time | Resolution Time Goal |
Critical (P1) | Platform down, core features unavailable | 15 mins | 4 hours |
High (P2) | Major feature malfunction | 1 hour | 2–3 business days |
Medium (P3) | Minor bug or feature issue | 4 hours | 7–10 business days |
Low (P4) | General inquiry or request | 1 business day | Included in development roadmap |
5. Method and Number of Follow-up Attempts
For each unresolved customer request or non-responsive communication, the method and frequency of contact will depend on the stage of the customer journey:
✅ Contact Attempt Methods
For sign-up and installation cases (e.g., booking onboarding, retrieving credentials, or resolving pre-install technical issues):
Primary Method: Phone call
Fallback Method: Email if the call is unsuccessful
For active customers reporting issues or bugs:
Primary Method: Email
Supplemental Method: Live chat update (visible when they next visit the website and mirrored via email)
Note: SMS or WhatsApp are not used for any customer communications.
🔁 Attempt Schedule
For Sign-up and Installation Cases:
Attempt # | Time Since Last Attempt | Method |
1st | 0 hrs (initial request) | Phone |
2nd | +1 day | Phone |
3rd | +2 days | |
4th | +4 days | Phone + Email |
5th (Optional) | +7 days | Final Email + escalation to team |
For Active Customer Issues:
Attempt # | Time Since Last Attempt | Method |
1st | 0 hrs (initial request) | Email or Live Chat update |
2nd | +4 hrs | |
3rd | +24 hrs | Repeat contact via appropriate method |
4th | +48 hrs | Final Email + Internal escalation flag |
5th (Optional) | +72 hrs | Personal call by CS manager (for escalated tickets only) |
After 72 hours with no customer response, the case may be marked as "Pending Closure", with an auto-reminder before permanent closure after an additional 48 hours.
6. Escalation Process
Escalation Tier | Trigger | Owner |
Tier 1 | Customer dissatisfaction or delayed reply | Support Agent |
Tier 2 | Unresolved after 2 business days | Support Lead |
Tier 3 | Repeated issue or client at risk | Customer Success Manager |
Tier 4 | Regulatory/legal concern or VIP client | Director of Operations or CEO |
7. Metrics and Review
Monthly service performance will be reviewed using the following KPIs:
First Response Time (FRT)
Average Resolution Time (ART)
Customer Satisfaction Score (CSAT)
Escalation Rate
Contact Attempt Success Rate
8. SLA Breach Handling
If SLA targets are not met:
An internal review will be conducted.
Customers may receive prioritized handling or service credits (for Elite and Enterprise tiers).
A root cause analysis will be documented and shared for transparency (Enterprise tier only).
9. Exclusions
This SLA does not apply during:
Scheduled maintenance with prior notice
Force Majeure events (e.g., natural disasters, third-party outages)
Custom development or onboarding engagements unless explicitly defined otherwise