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© 2026 Profio Inc. All rights reserved.

Delaware C-Corporation · Reg. No. 7597749

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  3. Legal
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Always Here to Help

Customer Service Policy

Our commitment to providing excellent customer support with clear response time SLA, multiple support channels, and dedicated escalation procedures.

Last updated: February 15, 2026

Support at a Glance

24-Hour Response

Paid plans get replies within 24 hours

Email Support

Primary channel for all customers

No Phone Queue

Fast email support, no waiting on hold

Clear Escalation

3-tier support with management review

Support Channels

Email Support (Primary)

support@profio.dev

For general support, technical issues, feature questions, and account assistance. Available to all customers (Free, Starter, Professional, Business, Enterprise).

Billing Support

billing@profio.dev

For payment issues, refunds, subscription changes, invoices, and billing disputes. Fast-track response for billing-related issues.

Technical Support

support@profio.dev

For bugs, error messages, export issues, browser compatibility, and technical troubleshooting. Include screenshots when possible.

Security Issues

security@profio.dev

For security vulnerabilities, account compromises, suspicious activity, and responsible disclosure. Priority response within 4 hours.

Why Email-First Support?

We focus on email support because it's faster and more efficient for both you and our team. Unlike phone support where you wait on hold, email lets you:

  • Send your issue at any time (24/7) without waiting for business hours
  • Include screenshots, error messages, and detailed context
  • Get a written record of the conversation for future reference
  • Avoid waiting on hold or explaining your issue multiple times
  • Continue working while we investigate (no need to stay on the line)

Response Time SLA

Free Plan

Response Time: Within 48 hours (business days)

Free plan users receive support within 2 business days. We prioritize paid customer requests first, but aim to help everyone as quickly as possible.

Paid Plans (Starter, Professional, Business)

Response Time: Within 24 hours (business days)

Professional and Business plan users receive priority support with responses within 1 business day. Most inquiries are answered within 4-8 hours during business hours.

Billing issues: Priority handling with same-day response goal

Enterprise Plans (Custom SLA)

Response Time: Within 4 hours (24/7 availability)

Enterprise customers receive dedicated account management with 4-hour response time SLA, including weekends and holidays. Custom SLA agreements available.

Dedicated account manager

Priority email queue (first response)

24/7 support including weekends

Custom SLA contracts available

Business Hours & Availability

Email Support Availability

You can email us 24/7 at any time. Our support team monitors the inbox continuously and responds during business hours.

Standard Business Hours

Business Days: Monday - Friday

Business Hours: 9:00 AM - 6:00 PM Pacific Time (PST/PDT)

Extended Hours: Saturday 10:00 AM - 2:00 PM PST (limited support)

Closed: Sundays and US federal holidays

* Response time SLA applies during business hours. Emails received outside business hours are responded to on the next business day.

Holiday Schedule

Our support team observes US federal holidays with reduced staffing. During holidays:

  • Critical issues (billing, security, account access) are still monitored
  • General support requests receive a response on the next business day
  • Enterprise customers have 24/7 coverage even on holidays

Support Request Process

Step 1: Submit Your Request

Email the appropriate support channel (support@profio.dev or billing@profio.dev) with:

  • Your account email address
  • Clear description of the issue or question
  • Screenshots or error messages (if applicable - very helpful!)
  • Steps to reproduce the issue (for bugs)
  • Browser and operating system (for technical issues)

Step 2: Automatic Confirmation (Within 15 Minutes)

You receive an automated confirmation email within 15 minutes acknowledging we received your request. This email includes a ticket reference number (e.g., TICKET-12345).

Step 3: Ticket Assignment (Within 2 Hours)

Your ticket is assigned to the appropriate support agent based on issue category (billing, technical, account, etc.). Priority is given to paid customers and urgent issues.

Step 4: First Response (Within SLA Timeframe)

Our support agent investigates and provides a first response within your plan's SLA timeframe (24-48 hours depending on plan). The response includes:

  • Solution: If we can resolve immediately
  • Investigation update: If we need more time to investigate
  • Clarifying questions: If we need more information from you

Step 5: Resolution (Average 24-48 Hours)

Most issues are resolved within 1-2 business days. Complex technical issues may require engineering team involvement and take 3-5 business days. We keep you updated every 24-48 hours until resolution.

Escalation Procedure

If your issue is not resolved to your satisfaction, we have a 3-tier escalation process:

1

Tier 1: Support Team

First line of support for all inquiries. Handles 95% of issues including account questions, billing, basic technical issues, and feature guidance. Email: support@profio.dev

2

Tier 2: Senior Support & Engineering

For complex technical issues, bugs requiring code investigation, or unresolved Tier 1 issues. Senior agents and engineers provide in-depth troubleshooting. Average resolution: 3-5 business days. Your Tier 1 agent will escalate automatically if needed.

3

Tier 3: Management Review

For issues unresolved after Tier 2, billing disputes, or formal complaints. Contact legal@profio.dev with your ticket number for management escalation. Response within 48 hours, resolution within 5 business days.

We're Here to Help You Succeed

Whether you have a quick question or need in-depth technical support, our team is ready to assist you.

General Support: support@profio.dev

Billing Support: billing@profio.dev

Response Time: 24 hours for paid plans, 48 hours for free plan

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