Pequity Support SLAs & Response Times

At Pequity, our focus is on our clients and teams. We want to give you as many resources as possible to competitively and equitably pay your employees. Whether you're in the middle of a comp cycle or submitting to a data survey for the first time, we're here for you!

 

Below is a general guide for Pequity Support response times based on what you are reaching out on: 

 

Complexity	Priority	First Response	Follow-up Response until Resolution	Example
Low	Low	< 24 hours	48 hours max	Can we change the color of a column for a future cycle?
Low	Medium	< 24 hours	48 hours max	I have a new admin onboarding next week, how do I add them?
Low	High	< 12 hours	24 hours max	How do I reset my password?
Low	Urgent	< 2 hours	4 hours max	Need to urgently remove user from platform and can’t figure it out
Medium	Low	< 24 hours	48 hours max	We need to update our bonus target for the comp cycle next quarter
Medium	Medium	< 24 hours	48 hours max	We need to update our bonus target for the comp cycle next month
Medium	High	< 12 hours	24 hours max	We need to update our bonus target for the comp cycle next week
Medium	Urgent	< 2 hours	4 hours max	We need to update our bonus target for the comp cycle that is live now / bonus logic isn’t working in live cycle
High	Low	< 24 hours	5 business days	"Nice-to-have" low-impact requests for comp cycle display flags, Range/People header updates, UX update requests
High	Medium	< 24 hours	48 hours max	I want to set up a new comp cycle for next month
High	High	< 12 hours	24 hours max	I need to generate reward letter templates and send them out this week
High	Urgent	< 2 hours	4 hours max	There’s an error in my reward letters, and I need to update the templates and resend all of them immediately

 

*Targeted First Response Times will be used to assess issues and appropriately prioritize next steps. Resolution Times will vary depending on the type of issue and scope of resolution and are separate from the first response times outlined above.

To escalate an issue, please reach out to your Pequity Success Manager directly via email. However, please be patient as our team works to respond to all issues based on this timeframe. Pequity Support will respond as quickly as possible to help triage, troubleshoot, and walk through issues together.