Pequity's Standard Support

🕐 Standard Support Hours

What’s Covered:
Standard support is included as part of your contracted project and is designed to address the core needs of your compensation program. These hours are meant to support:

• ❗ Bug Fixes
  Troubleshooting and resolving software errors or unexpected behavior within the Pequity platform.

• ⚙️ Technical Issues
  Help with login/access, system functionality, or syncing data integrations.

• 📊 Compensation Cycle Support (within scope)
  Assistance directly tied to the scope of your agreed-upon compensation project, including cycle setup, troubleshooting, and reporting issues related to cycle execution.

Standard Service response times are: 

• 24 hours for an initial response/update
• 24-48 hours for issue resolutions*
• 48 hours+ for Comp Cycle related requests - depending on complexity and customization required

*If your request is complex or requires additional time, our Pequity Support team will communicate an estimated resolution time as it becomes available.

To help us prioritize all customer needs, we kindly ask for the following: 

• All requests to be submitted through our Pequity Support channel

Including Support on all emails ensures your requests are tracked, prioritized, and completed on time. Reaching out to CS or Cycle Architects directly without Support may cause delays, especially during out-of-office periods or holidays. 

• All meeting requests to be submitted 48 Hours+ in advance & include a brief agenda

This helps us prepare, keep discussions focused, and make the most of your implementation support hours. We can schedule up to two meetings in advance, with additional calls arranged as needed based on availability.

We look forward to supporting you!

If your project requires additional support, we do offer the option to purchase Premium Support hours.