Escalation Process

Technical Issues Escalation Process

This is how we prioritise the technical issues you report to JXT.

Priority One:

The website is unavailable. If your website is down , please call us immediately on +61 (02) 9955 7170 or after hours Priority One requests call +61 (03) 8508 9037.

Priority Two:

Website available, but functions restricted and/or significant exposure exists i.e. performance issue. Business can operate at a reduced capacity while the problem exists. Limited or impending significant customer service impact.

Priority Three:

Website available, no immediate impact, bypass/resolution in place. Business can operate while problem exists. Minimal impact.

Priority One & Two cases should be escalated by phone using the emergency support number.