Support SLA Policy
Jaxn Consulting’s Service Level Agreement for support response and resolution times.
Response Time Tiers
| Priority | Initial Response | Target Resolution | Examples |
|---|---|---|---|
| 🔴 Critical | 1 Hour | 4 Hours | Server down, security breach, complete outage |
| 🟠 High | 4 Hours | 1 Business Day | Partial outage, key service degraded |
| 🟡 Normal | 1 Business Day | 3 Business Days | Performance issues, non-critical errors |
| 🟢 Low | 2 Business Days | 5 Business Days | Questions, how-to, feature requests |
Business Hours
Standard support: Monday – Friday, 8:00 AM – 6:00 PM ET. Critical incident support per your service agreement. Tickets submitted outside hours are actioned the next business day unless flagged Critical.
How to Escalate
- Reply to your ticket requesting escalation
- Call (904) 619-0966 with your ticket number
- Email support@jaxnconsulting.com with [ESCALATE] in subject
SLA Exclusions
SLA timers pause during: client-caused delays (awaiting credentials, access, approvals), scheduled maintenance windows, force majeure events, and issues caused by third-party vendors outside Jaxn Consulting’s control.
Contact
📧 support@jaxnconsulting.com
📞 (904) 619-0966
🔗 Submit a Ticket | Client Portal