Understanding Planned Growth’s Customer Response Times and Priorities
Efficient customer support is essential for maintaining customer satisfaction and loyalty, and is our main focus here at Planned Growth. We offer various customer support solutions tailored to meet different needs. One crucial aspect of these solutions is response time and resolution based on priority levels. In this article, we’ll explain our customer support response times and priorities, helping you understand how they can benefit your business.
Zoho Seed Support Plan
Response Time: 4 hours
Resolution: Based on priority
Zoho Seed is the entry-level customer support solution, offering a response time of 4 hours. The resolution of issues is determined by their priority. This means that urgent problems will be addressed more promptly than less critical ones.
Zoho Sprout Support Plan
Response Time: 2 hours
Resolution: Based on priority
Zoho Sprout steps up the game with a faster response time of 2 hours. Similar to Zoho Seed, the resolution of issues is determined by their priority. This rapid response can significantly improve customer satisfaction, especially for urgent matters.
Zoho Spruce Support Plan
Response Time: 1 hour
Resolution: Based on priority
Zoho Spruce takes customer support to the next level with an impressive 1-hour response time. Just like its predecessors, the resolution of issues depends on their priority. With a one-hour response time, critical problems can be addressed swiftly, reducing potential disruptions to your business operations.
Marketing Plans
Response Time: 1 hour
Resolution: Based on priority
All of our Marketing plans include a 1-hour response time for all requests. Just like its predecessors, the resolution of issues depends on their priority. With a one-hour response time, critical problems can be addressed swiftly, reducing potential disruptions to your business operations.
Request Only
Response Time: 8 hours
Resolution: Based on priority
For our clients who do not have an active plan or project with us, we offer an 8-hour response time. The resolution is, once again, determined by the priority level assigned to the request.
Project Based
Response Time: 8 hours
Resolution: Based on priority
Project-based support requests, often related to ongoing projects, receive a 8-hour response time. As with other support types, resolution depends on the priority level, ensuring that project-related issues are appropriately managed.
PRIORITIES
In all the above response times, priorities play a critical role in determining the resolution time. Here’s a breakdown of the priority levels and their corresponding response times:
Urgent: 8 hours
These issues require immediate attention as they can disrupt your regular business activities and have a severe impact on your operations. Quick resolution is crucial to minimize damage. We aim to address these within 8 hours.
High: 16 hours
High-priority issues are significant and need to be addressed promptly. While they may not be as critical as urgent issues, they still affect important aspects of your business. We commit to resolving these within 16 hours.
Normal: 40 hours
Normal-priority issues are less urgent and typically do not disrupt daily operations. However, they should still be resolved within a reasonable timeframe to ensure customer satisfaction. We aim to resolve these within 40 hours.
Project: 160 hours (or Custom)
Project-based support requests are unique in that they are related to ongoing projects. These requests have a more extended resolution time, allowing for comprehensive support. Typically requests are resolved within 160 hours. However, businesses can discuss custom resolution times based on their specific needs.
Our support solutions offer a range of response times and priorities to meet the diverse needs of businesses. By understanding these response times and priorities, you can make informed decisions about which solution best suits your organization’s requirements. Whether you opt for the rapid response of our Zoho Spruce Support Plan or the extended support of Project Based, we are equipped to provide the level of customer support your business deserves.