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:
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For bugs with highest priority: 4h
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For bugs with second highest priority: 6h
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For all other requests: 8h
Time to resolution
You can expect that your request will be resolved within the following time periods:
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For requests with highest priority: 24h
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For requests of type “Technical support”: 48h
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For all other requests: 72h