Marketing website
1–3 weeks from approved content and assets
Service commitments
What we commit to, in writing
Business hours are Monday to Friday, 9:00–18:00 ET, excluding Canadian statutory holidays. Care-plan clients get the response times below on every request.
Response
Response and update times
Every request is triaged into one of four tiers when it lands.
| Priority | First response | Status updates |
|---|---|---|
| Urgent — site or store down | Within 2 business hours | Every 2 hours until resolved |
| High — checkout, forms or bookings broken | Within 4 business hours | Twice daily |
| Normal — content edits and small fixes | Within 1 business day | Daily |
| Low — enhancements and questions | Within 2 business days | As scheduled |
Delivery
Delivery windows
Timelines start once content, access and approvals are in hand, and pause while we are waiting on feedback.
Shopify store
1–2 weeks from approved catalog data
Mobile or web application
30–60 days depending on approved scope
Care plan requests
Bundled into the next scheduled release window
Escalation
If we miss a commitment
- 1
Reply to the ticket thread — it reopens and moves to the top of the queue automatically.
- 2
Email info@prohub360.com or call (800) 674-5153 and ask for an escalation.
- 3
Anything still unresolved after 48 hours goes to the founder for direct review.
These are our operating commitments for active clients and care plans. Project-specific agreements always take precedence where they differ.