Last updated: July 15, 2025
This Service Level Agreement (“SLA”) outlines the support services provided by Poocho to its customers. It applies to all customers unless otherwise superseded by a custom contract.
1. Support availability
Poocho provides support to customers during standard business hours as follows:
| Channel |
Availability (IST) |
Scope of support |
| Email |
Monday to Friday, 10:00 a.m. – 6:30 p.m. |
For all support requests, which are logged and prioritized accordingly. |
| WhatsApp (Live chat) |
Monday to Friday, business hours |
For session-related issues or quick assistance. |
| Customer success manager |
Monday to Friday, 10:00 a.m. – 6:00 p.m. |
Available for onboarding, study planning, or strategic support, if assigned. |
| Research manager |
Monday to Friday, 10:00 a.m. – 6:00 p.m. |
Available for study setup, screener support, moderator assistance. |
Support levels may vary depending on your selected plan, project complexity, or level of engagement.
2. Response time targets
Poocho prioritizes issues based on urgency and business impact. Response time targets are listed below:
| Priority |
Description |
First response time target |
| High |
Platform blockage, troubleshooting live sessions, participant no-show |
Within 2 business hours |
| Medium |
Study launch support, screener support, moderator management |
Within 4 business hours |
| Low |
General inquiries, platform usage, bug reporting |
Within 1 business day |
3. Resolution time targets
The following are target resolution timelines for common issue types, where applicable:
| Issue type |
Target resolution time |
| Participant no-show |
Rescheduled or replaced within 6 business hours |
| Scheduling/rescheduling for expired availability |
Scheduled/rescheduled within 1 business day |
| Moderation/screener assistance |
Confirmed or finalised within 12 business hours |
| Study setup and onboarding |
Resolved within 1 business day |
| Platform bugs or downtime |
Escalated within 2 business hours; resolution time may vary based on severity |
4. Escalation procedures
For urgent issues affecting live sessions, you may escalate support by replying to your support email with the subject line "URGENT" or contacting your assigned Customer Success Manager via WhatsApp.
5. Platform uptime
Poocho targets 99.5% monthly uptime. Scheduled maintenance windows will be communicated at least 24 hours in advance. Our platform is monitored in real time to ensure system stability and rapid issue detection.
6. Additional support (plan-dependent)
Depending on your service plan and usage level, you may receive access to:
- A dedicated customer success manager
- Screener review and recruitment strategy guidance
- Real-time support during live studies
- Early access to select beta features or pilot programs
These services are offered at Poocho’s discretion and may vary by account.
7. Exclusions
This SLA does not cover:
- Issues caused by participant-side technical problems (e.g., internet connectivity, device limitations)
- Feature requests beyond the subscribed plan
- Support outside published business hours, unless specifically arranged
8. Revisions
Poocho may update this SLA periodically. Changes will be communicated through the website or directly to affected customers.
