2017 Support SLAs

JXT Support Team SLA


Key SLAs

  • 8 Hour Response Time within our office hours - 9 am to 5:30 pm Monday through Friday (AEST)
  • Priority Two & One tickets should be escalated by phone using the emergency support number. Please do not hesitate to contact our office on +61 (02) 9955 7170. For after hours Priority One requests, please call +61 (03) 8508 9037.

    • Escalation Definitions:
      • Priority OneThe website is unusable or unavailable. Significant impact. No bypass available.
      • 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 ThreeWebsite available, no immediate impact, bypass/resolution in place. Business can operate while problem exists. Minimal impact. 
  • Online Support > Yes; Tickets can be lodged via the JXT support portal, visit JXT Support or email us at support@jxt.com.au


​Support Exceptions

  • Changes to Home Page Included in Support; Customers are advised not to make changes to their own home page, and issues arising from client changes to the home page will be invoiced accordingly to make the restore. The changes to the home page are to be simple changes only that don't involve creative services or complex changes to the original design. We allow a maximum of 1 hour only.
  • Help with HTML > This is not included as part of Support
  • Change of multi-poster > Due to the complexity and resources required for a multi-poster change there is a standard cost of $750.
  • DNS and Domain Name Management; this is not provided and is outside the scope of JXT Services. This work should be completed by your IT Department or Service provider. We can provide assistance and will be invoiced accordingly. Due to the complexity of these services we will not be held accountable for the advice given
  • JXT Support is not responsible for managing or assisting with third party tools, including and not limited to:
    • Google Analytics
    • Google Web Masters
    • Facebook Pixel Code
  • Page Recovery > We provide backup and disaster recovery for sites in-case of system failure. If content is updated or deleted and needs to be restored due to error and no back up was taken JXT holds the right to recover the cost in restoring the content
  • Design and Development discussions fall outside the scope of support, customers may be redirected to their account manager for further scoping.