Our commitment to every ticket, every time.
The service-level commitments we make to our customers, and the internal standards our support team holds itself to.
What this policy is, and why it exists
This policy defines the service-level commitments ThinnPro makes to its customers for support requests submitted via Freshdesk. It also sets internal expectations for the support team on response times, resolution targets, and ticket hygiene.
It exists for one reason: when something breaks in your business, you should never have to wonder whether we've seen it, whether we're working on it, or when you'll hear from us next.
The four commitments
From the moment a ticket is opened to the moment it's closed, this is what we hold ourselves to.
First Response
A real, human reply that acknowledges the issue, confirms it's being looked into, and sets clear expectations for next steps.
Resolution
Issue fixed, workaround accepted, or query answered — and the ticket marked Resolved or Closed when we get there.
Third-Party Escalation
When the fix sits with ERPLY, Shopify, Xero or another partner — we keep chasing, and you stay informed.
No Stale Tickets
Every open ticket gets a customer-facing update at least every three business days. No silence. No exceptions.
Response and resolution
Our first response is the first meaningful reply from a ThinnPro team member — not an automated acknowledgement. It acknowledges the issue, confirms we're on it, and sets expectations for next steps where possible. We target this within 2 business hours of ticket creation.
Resolution means the issue has been fixed, a workaround has been accepted, or the query has been answered to your satisfaction. We target this within 2 business days, with the ticket moved to a Resolved or Closed status.
If a resolution requires action from your side — updating settings, providing data, or similar — the resolution clock pauses while the ticket sits in Waiting on Customer, and resumes the moment you respond.
When the fix isn't ours to make
Sometimes a ticket depends on action from a third party — ERPLY, Lightspeed, Shopify, Xero or another partner. Here's exactly what happens when it does.
Tag the ticket
Move it into a Waiting on Third Party status and apply the relevant tag.
Notify you immediately
You hear who, what, and an expected timeline where possible.
Resolution clock pauses
The only thing that pauses though — communication doesn't.
Updates every 3 days
Even if it's just "still waiting, followed up today" — you hear from us.
We chase the partner
Every 3 days minimum, with each follow-up logged on the ticket.
Even when the fix is out of our hands, communication never stops.
You'll always know where things stand, what we're waiting on, and that we're actively chasing it on your behalf.
No ticket should ever feel abandoned
A ticket is considered stale if it's had no meaningful activity for more than 3 business days. Here's how we make sure that doesn't happen.
Every open ticket gets an update
At least once every 3 business days. No exceptions, regardless of priority or complexity.
All statuses count
Even when a ticket is Waiting on Third Party or Waiting on Customer. Silence is never the answer.
We chase when you're quiet
If you haven't responded in 3 business days, we follow up to check in and request what's outstanding.
Closure is never the end
After two unanswered follow-ups (6 business days), a ticket may close with a clear note. You can reopen it any time.
Free vs billable
- Answers and explanations
- How‑tos, pointers, documentation
- Training and enablement
- Telling you why something broke
- We do the work in your system
- Exports, imports, bulk changes we run
- Configuration and build work
- Fixing what your side broke
At a glance
Every metric, every target, in one place.
| Metric | Target |
|---|---|
| First Response | 2 business hours |
| Resolution | 2 business days |
| Third-Party Escalation | SLA paused, updates every3 business days |
| Stale Ticket Threshold | with no activity3 business days |
| Waiting on Customer Follow-up | closes after 2 unanswered3 business days |