Do you have an SLA or Supportability Statement ?

Our support policy is as follows:

  • For “How Do I” questions, please ask them on the PolicyPak support forums. We are monitoring it throughout the day and you could get a response very quickly. We strive to respond to all questions within the same business day.
  • For private questions / problems / concerns, all customers may email support [at ] policypak.com. We again strive to respond to all questions within the same business day.
  • We typically email back answers to “easy” questions right away.
  • We typically call back and (with your permission) remote control your machine to see what’s going on and help you, usually the same business day.
  • Customers with existing SRX cases may leave a voicemail on our 800-883-8002 number and await a response.

Times vary to actually solve particular issues, so we do not “guarantee” time to a closure of a particular issue.

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