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