SLA Policy

Fund Manager & Arro

Service Availability

  • Telephone Support: 8:30am to 4:30pm Monday to Friday (excluding Bank Holidays).
  • Calls received out of the above office hours will not be forwarded
  • Email Support: Monitored 8.30am to 4.30pm Monday to Friday (excluding Bank Holidays)
  • Emails received out of office hours will be collected, however no action can be guaranteed until the next working day
  • In-app Support: Monitored 8:30am to 4:30pm Monday to Friday (excluding Bank Holidays)
  • In-app messages received out of office hours will be collected, however no action can be guaranteed until the next working day

Response Times

  • All telephone queries will be answered as soon as possible, but during peak hours this may not be by a member of the Support Team
  • For telephone queries not answered by the Support Team, a Support Ticket will be created and assigned to the appropriate member of the team who will respond within 24 hours
  • For telephone queries that can’t be resolved first time, a Support Ticket will be raised and assigned to the appropriate member of the team who will respond within 24 hours
  • All queries raised via in-app support channels will typically be acknowledged by the appropriate member of the team within an hour; this may be longer during peak hours
  • For all email queries, a Support Ticket will be created and assigned to the appropriate member of the team who will respond within 24 hours
  • All standard user support queries will typically be resolved within 48 hours
  • All non-standard technical queries will be escalated to second Line Support for resolution
  • Resolution of non-standard technical queries that are the result of user error may be charged according to our standard hourly rate for support
  • Any queries which require work from the Development Team to resolve will be managed in accordance with Pebble’s testing and release schedule