Customer and Partner Slack Communication Policy & SLAs
Partner Slack Communication Policy & SLAs
At Quik!, we deeply value our customers and partners and are committed to providing timely, high-quality support. To ensure we can prioritize, track, and resolve requests efficiently while respecting your time and ours, we’ve established the following communication guidelines:
✅ What Slack is for:
Slack is intended for:
Simple, quick yes/no, or clarifying questions
General collaboration and partnership alignment
Light check-ins or informal updates
Think of it as a place for real-time nudges, not structured requests.
🚫 What Slack is not for:
To maintain clarity, accountability, and ensure nothing falls through the cracks, Slack is not the right place for:
Reporting bugs or system issues
Requesting feature updates or enhancements
Submitting onboarding, configuration, or support tasks, or a technical support question
We do not track or prioritize issues submitted via Slack.
📩 For all support requests:
Please submit all support requests through our Quik! Support Ticket System (powered by Zendesk) by emailing: support@quikforms.com
By submitting requests through our Quik! Support Ticket System (Zendesk), we ensure accurate prioritization, clear ownership, measurable response times, and full visibility from intake to resolution.
This helps us:
Assign the right team member to assist you
Track your request from start to resolution
Ensure follow-ups and avoid missed issues
Measure and improve our service quality
🕒 SLAs – What to Expect:
Business Hours: Monday–Friday, 7:00 AM – 3:00 PM PT (excluding holidays)
Quik! determines the priority level based on business impact and severity.
To set transparent expectations, we aim to meet the following SLAs for all support tickets:
Priority | Definition | Initial Response Target | Ongoing Updates | Resolution Target |
|---|---|---|---|---|
P1 – Critical | Production system unavailable or core functionality completely blocked | Within 1 hour (24×7) | Every 2 hours | Continuous effort until resolution |
P2 – Major Impact | Significant degradation affecting business operations, but system remains partially functional | Within 4 business hours | Daily updates | Resolution targeted within 24 hours when feasible |
P3 – Moderate Impact | Isolated issue or limited functionality impact; workaround may be available | Within 1 business day | Weekly updates (as needed) | Targeted within 5 business days or next scheduled release |
P4 – Low Impact / Inquiry | General questions, minor issues, feature requests | Within 2 business days | As appropriate | Addressed in upcoming maintenance or release cycle |
For full details regarding uptime commitments and service credits, please refer to our official Enterprise SLA policy: 
ENTERPRISE SLA | QuikForms
Slack messages will not be subject to these SLAs and may be responded to on a best-efforts basis.
Why This Matters
We’re committed to being great partners. That means ensuring your requests are handled efficiently and with care. By using our Quik! support ticket system (Zendesk) to track requests, maintain high service quality, and eliminate confusion around priority and visibility.
Thank you for helping us maintain a strong, scalable partnership.