PeerClick support hours: 10:00 a.m. - 07:00 p.m. | Mon - Fri | (Time zone: CET)
PeerClick uses a priority support system according to the SLA:
Exclusive plan has the highest priority, the maximum response time is 2 hours from the time of the request within the support working hours, requests are processed in order of receipt.
Advanced plan is considered after processing the Exclusive plan requests, the maximum response time is 6 hours from the time of the request within the support working hours.
Basic + plan is considered after processing the Advanced plan requests, the maximum response time is 12 hours from the time of the request within the support working hours.
The maximum response time according to the SLA is considered within the support working hours. If a request is received outside business hours, the countdown starts from the beginning of the working day from 10:00 to 19:00. | Mon - Fri | (Time zone: CET).
Requests passed to other departments and related requests are not subject to the SLA rule, as they do not fall within the jurisdiction of the technical support service.
A request passed to other departments is processed on a first-come, first-served basis.
Information on requests processed by other departments is provided as information from other departments becomes available.