Right to Rapid Response
We acknowledge every ticket quickly and start triage immediately. Target: ≤ 30 minutes (business hours).
PBM Customer Bill of Rights
You run the business. We remove the tech headaches. These are the non‑negotiable service standards Phenicie Business Management guarantees every client—codified, measured, and enforced.
At‑a‑Glance Commitments
First Response
≤ 30 minutes (business hours)
Urgent Restoration
Prioritized immediately; triage within 15 minutes
Standard Resolution
Within SLA window based on priority (P1–P4)
After‑Hours
24/7 critical incident hotline with on‑call escalation
Update Cadence
Proactive updates at every milestone until closure
* Exact targets follow your service plan & official SLA. Critical incidents supersede normal queues.
Your Six Rights
Right to Clear, Honest Communication
Plain‑language updates, real ETAs, and no surprises. You'll always know what's happening and why.
Right to Verified Resolution
We don't assume it's fixed—we confirm with you, validate logs, and document what changed.
Right to Privacy & Security
Security‑first handling of your data, least‑privilege access, MFA on all admin actions, and auditable change logs.
Right to Fair Prioritization
Issues are prioritized by business impact, not queue order. Critical work gets immediate attention.
Right to Proactive Prevention
We monitor, patch, and advise ahead of incidents—sharing risks, options, and recommended controls.
Never / Always Standards
Never
Ignore or stall a difficult ticket
Always
Acknowledge fast, start triage, and escalate when needed
Never
Say "I don't know" and stop
Always
Own the problem, investigate, and bring answers or options
Never
Close a ticket without your confirmation
Always
Verify the fix with you and record proof of resolution
Never
Leave you in the dark
Always
Provide milestone updates and next‑step ETAs until done
Never
Trade speed for sloppiness or security shortcuts
Always
Follow checklists, safeguard data, and document changes
Never
Treat all issues the same
Always
Prioritize by impact (P1–P4) and assign the right resources
How We Prove It
SLA Dashboard
Ticket response & resolution tracked against plan. Monthly summaries available upon request.
CSAT & Feedback Tags
One‑click surveys after closure with tags like response, clarity, accuracy, and helpfulness.
Change Control & Logs
Documented maintenance, approvals, and rollbacks with least‑privilege access controls.
What to Expect During a Critical Incident
- Immediate triage and executive notification
- Bridge line + running incident notes
- Containment → restoration → root‑cause → prevention
- Post‑incident report within 3 business days
Your Part in the Partnership
- Report issues through the portal with business impact
- Maintain current contacts and emergency approvers
- Follow security policies (MFA, patch windows, backups)
- Share planned changes that could affect systems
Talk to Us
Questions about these rights or your SLA? Reach us by email or text. No phone call required.
Last updated: January 31, 2026