Partner Slack Communication Policy

At Quik!, we deeply value our partners and are committed to providing timely, high-quality support. To help us manage your requests smoothly, we've put together some simple communication guidelines to follow. This way, we can prioritize, track, and resolve your requests more effectively, making the process easier for everyone involved.

✅ What Slack is used for:

Slack is intended for:

Simple, quick yes/no, or clarifying questions
General collaboration and partnership alignment
Light check-ins or informal updates
New customer announcements

Think of it as a place for real-time nudges, not structured requests.

🚫 What Slack is not intended for:

To maintain clarity, accountability, and ensure nothing falls through the cracks, Slack is not the right place for:

Reporting bugs, Outages, and System issues
Requesting feature updates or enhancements
Submitting onboarding, configuration, support tasks, or technical support questions

Utilizing Slack will result in delayed response times regarding issues. We do not monitor or prioritize issues submitted through Slack.

📩 For all support requests:

Please email [support@quikforms.com] or use your Zendesk portal to open a support ticket. We highly recommend using the support address over a specific team member to prevent delays in replies and bottlenecks. We have a team that is ready to support you.

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:

To set transparent expectations, we aim to meet the following SLAs for all support tickets:

Ticket Type	Initial Response Time	Resolution Target

Ticket Type	Initial Response Time	Resolution Target
Urgent (System Down)	Within 2 business hours	1 business day
High (Major Impact)	Within 4 business hours	2 business days
Normal (Standard Support)	Within 1 business day	3–5 business days
Low (General Inquiry)	Within 2 business days	As capacity allows

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. Using our Quik! support ticket system (Zendesk) helps us keep our service top-notch and clear up any confusion about priority and visibility. We're committed to ensuring that your requests are handled smoothly and efficiently.

Thank you for helping us maintain a strong, scalable partnership.