ij-solutions Service Management SLAs

Owned by Jonas Moehringer
Last updated: May 28, 2021

 

On this page we provide the SLAs we target to achieve when working on customer requests in our Service Management

All times are valid within our support hours: Monday - Friday, 9:00 - 19:00 CET

 

Time to first response

If you reach out to us via our service management portal or by mail to support@ij-solutions.atlassian.net you can expect to get an initial response within the following time periods:

  • For bugs with highest priority: 4h

  • For bugs with second highest priority: 6h

  • For all other requests: 8h

Time to resolution

You can expect that your request will be resolved within the following time periods:

  • For requests with highest priority: 24h

  • For requests of type “Technical support”: 48h

  • For all other requests: 72h