At Pequity, our focus is on our clients and teams. We want to give you as many resources as possible to competitively and equitably pay your employees. Whether you're in the middle of a comp cycle or submitting to a data survey for the first time, we're here for you!
Below is a general guide for Pequity Support response times based on what you are reaching out on:
| Complexity | Priority | First Response | Follow-up Response until Resolution | Example |
| Low | Low | < 24 hours | 48 hours max | Can we change the color of a column for a future cycle? |
| Low | Medium | < 24 hours | 48 hours max | I have a new admin onboarding next week, how do I add them? |
| Low | High | < 12 hours | 24 hours max | How do I reset my password? |
| Low | Urgent | < 2 hours | 4 hours max | Need to urgently remove user from platform and can’t figure it out |
| Medium | Low | < 24 hours | 48 hours max | We need to update our bonus target for the comp cycle next quarter |
| Medium | Medium | < 24 hours | 48 hours max | We need to update our bonus target for the comp cycle next month |
| Medium | High | < 12 hours | 24 hours max | We need to update our bonus target for the comp cycle next week |
| Medium | Urgent | < 2 hours | 4 hours max | We need to update our bonus target for the comp cycle that is live now / bonus logic isn’t working in live cycle |
| High | Low | < 24 hours | 5 business days | "Nice-to-have" low-impact requests for comp cycle display flags, Range/People header updates, UX update requests |
| High | Medium | < 24 hours | 48 hours max | I want to set up a new comp cycle for next month |
| High | High | < 12 hours | 24 hours max | I need to generate reward letter templates and send them out this week |
| High | Urgent | < 2 hours | 4 hours max | There’s an error in my reward letters, and I need to update the templates and resend all of them immediately |
*Targeted First Response Times will be used to assess issues and appropriately prioritize next steps. Resolution Times will vary depending on the type of issue and scope of resolution and are separate from the first response times outlined above.
To escalate an issue, please reach out to your Pequity Success Manager directly via email. However, please be patient as our team works to respond to all issues based on this timeframe. Pequity Support will respond as quickly as possible to help triage, troubleshoot, and walk through issues together.
Have a question that can't wait? Check out our Pequity Help Center!