ij-solutions Service Management SLAs
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