1. Overview
This Service Level Agreement document explains the general support, availability, and response expectations for RankQ customers. Specific contractual SLAs may vary for Enterprise customers based on a separate written agreement.
2. Support Hours
Standard support is available Monday through Friday, 10 AM to 6 PM IST, excluding public holidays. Critical service issues may be reviewed outside standard support hours.
3. Severity Definitions
- Critical: Platform-wide outage, complete loss of core functionality, or a security incident affecting customer data.
- High: Significant degradation of a core feature affecting a single customer, with a usable workaround unavailable.
- General: Questions, minor bugs, cosmetic issues, or feature requests that do not block core usage.
4. Response Targets
- Critical issues: initial response within 4 business hours
- High priority issues: initial response within 8 business hours
- General queries: initial response within 24 business hours
5. Availability
RankQ is designed for online access through modern web browsers. Scheduled maintenance will be communicated in advance whenever practical. Emergency maintenance may be performed to protect platform reliability, security, or customer data. This section describes RankQ's operating approach and does not constitute a guaranteed uptime commitment; specific uptime commitments, where applicable, are set out in a separate written Enterprise agreement.
6. Exclusions
This SLA does not apply to issues arising from: outages or failures of third-party services and infrastructure providers (including cloud hosting, data, or API providers) outside RankQ's direct control; customer-side network, hardware, or configuration issues; scheduled or emergency maintenance windows communicated per Section 5; or events of force majeure.
7. How to Reach Support
For General queries and High priority issues, please email support@rankq.ai with a description of the issue and any relevant screenshots.
For Critical issues, please call +91 92171 91414. Between 10 AM and 6 PM IST, this number is actively monitored. Outside these hours, please leave a voicemail or send an email, and we will follow up as soon as possible.
8. Support by Plan
Response targets in Section 4 apply across all RankQ plans (Entry, Associate, Strategist, and Quant). Strategist and Quant customers may receive priority handling for support requests. Enterprise customers should refer to their separate written agreement for any additional support terms.
9. Data Handling
Customer data is backed up on a regular basis as part of RankQ's standard operating practices. Upon account termination, customer data will be retained for a limited period and then deleted in line with RankQ's data retention practices, unless otherwise required by law or a separate written agreement.
10. Changes to this SLA
RankQ may update this SLA from time to time to reflect changes in our services or practices. Material changes will be communicated to customers in advance where practical. The "Last Updated" date at the top of this page reflects the most recent revision.
11. Contact
For SLA or support questions, contact us at:
Email: support@rankq.ai
Phone (Critical issues): +91 92171 91414