Quik! Enterprise Customer Support Policy
Effective Date: November 1, 2025
This Enterprise Customer Support Policy explains how Quik! provides technical assistance to Enterprise customers who maintain an active written agreement with Quik!.
It complements the Enterprise API Service Level Agreement (SLA) and defines how to contact support, expected response times, and maintenance communications for all Quik! APIs and services.
1. Support Hours
Business Support
Quik! provides technical support on business days between 7:00 AM and 3:00 PM Pacific Time (excluding published U.S. holidays).
Emergency Support
Emergency support for Priority 1 (critical) issues is available 24/7 by calling 877-456-7845 ext. 987.
2. Support Channels
Enterprise customers must contact Quik! through one of the official support channels:
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Email: support@quikforms.com
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Phone: 877-456-7845 ext. 1 (during business hours)
Requests submitted by other means, including chat or direct messages to Quik! staff, are not treated as official support requests under the SLA until they are registered in Quik!’s ticketing system.
3. Issue Priorities and Response Standards
Quik! classifies issues by priority and responds according to the standards below. Times indicate how quickly Quik! will acknowledge and begin investigation after receiving a valid request.
Priority | Description | Initial Response | Update Frequency | Resolution Target |
|---|---|---|---|---|
P1 – Critical | API or system unavailable for most users; production halted | 1 hour (24×7) | Every 2 hours | Continuous effort until resolved |
P2 – Major Impact | Significant degradation or intermittent failure | 4 business hours | Daily | Within 24 hours when feasible |
P3 – Moderate Impact | Limited impact or isolated user issue | 1 business day | Weekly | Within 5 business days or next release |
P4 – Low Impact / Form Issue | Form-specific error, enhancement, or inquiry | 2 business days | As needed | During next maintenance or release window |
Resolution targets are goals. Credits and remedies are governed exclusively by the Enterprise SLA.
4. Maintenance Notifications
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All scheduled and emergency maintenance notices appear on the Quik! status page: Quik! Status Page Status .
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Users can subscribe on that site to receive automatic email notifications.
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Quik! provides at least 24 hours’ notice for scheduled maintenance and typically provides 7 days’ notice.
Emergency maintenance may occur at any time to preserve system integrity or security.
5. Customer Responsibilities
To ensure effective support and SLA eligibility, Enterprise customers must:
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Maintain accurate contact details for notifications.
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Provide diagnostic details such as error messages, timestamps, and reproduction steps.
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Test new or updated integrations in a non-production environment before deployment.
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Report suspected security or data issues immediately.
Failure to follow these requirements can delay resolution or affect SLA credit eligibility.
6. Escalation
Escalations are handled internally by Quik!’s support leadership team to ensure proper routing and oversight. Customers will be informed whenever an issue is escalated.
7. Relationship to the Enterprise SLA
This policy defines Quik!’s support response standards.
The Enterprise API Service Level Agreement (SLA) defines availability commitments and service credits.
Together they form Quik!’s complete Enterprise Service Framework.