Support / SLA policy
Support SLA policy
Our service level agreement for support response and resolution times. These are the commitments behind every ticket.
On this page
Response times
| Priority | First 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, 9 AM–5 PM CT. Critical incident support is available as set out in your service agreement.
Tickets submitted outside business hours are handled the next business day, unless they’re flagged Critical.
How to escalate
- Reply to your ticket and ask for escalation
- Call (425) 283-7378 with your ticket number
- Email support@JaxnConsulting.com with [ESCALATE] in the subject
SLA exclusions
SLA timers pause during client-caused delays (waiting on credentials, access or approvals), scheduled maintenance windows, force majeure events, and issues caused by third-party vendors outside Jaxn Consulting’s control.
Contact
Email support@JaxnConsulting.com or call (425) 283-7378.