1. Customer Support Manager (CSM) Contact:

You can reach out to your respective Customer Support Manager directly for personalized assistance. If you haven't been assigned a CSM yet, or for general inquiries, you can email us at csm@jungleworks.com.

2. Support Channels:

We offer support via email, live chat, and phone during business hours. Our team strives to respond to all inquiries promptly.

3. Response Time:

We aim to respond to all support inquiries within 24 hours during regular business hours, Monday through Friday.

4. Issue Resolution:

Our team is committed to resolving customer issues in a timely manner. While resolution times may vary depending on the complexity of the issue, we prioritize swift and effective solutions.

5. Software Updates and Maintenance:

We regularly update our software to enhance performance, security, and features. Updates are typically scheduled during off-peak hours to minimize disruption to our users.

6. Knowledge Base:

Our comprehensive knowledge base includes articles, tutorials, and troubleshooting guides to assist users with common issues and tasks.

7. Feedback and Improvement:

We value feedback from our customers and use it to continuously improve our product and services. If you have suggestions or encounter any issues, please don't hesitate to reach out to us.

8. Escalation Procedure:

In the rare event that an issue cannot be resolved through standard support channels, escalation procedures are in place to ensure it receives appropriate attention and resolution.

9. Service Level Agreements (SLAs):

  • Urgent Severity
    First Response SLA: Within 15 - 30 minutes
    Resolution SLA: Within 1 hour
    Operational Hours: 24/7
    Description: For critical issues where the platform experiences significant failures, such as data corruption, critical functions becoming unavailable, indefinite system hangs, or repeated crashes after restart attempts.
  • High Severity
    First Response SLA: Within 15 - 30 minutes
    Resolution SLA: Within 12 - 18 hours
    Operational Hours: Monday to Friday
    Description: For substantial performance degradation where important features may be unavailable, but operations continue with reasonable workarounds or restrictions.
  • Normal Severity
    First Response SLA: Within 1 - 4 hours
    Resolution SLA: Within 12 - 24 hours
    Operational Hours: Monday to Friday
    Description: For some degradation in platform performance where operations can continue with certain restrictions or workarounds.
  • Low Severity
    First Response SLA: Within 8 - 12 hours
    Resolution SLA: Within 24 - 48 hours
    Operational Hours: Monday to Friday
    Description: For minimal to no impact on platform availability or performance, with inconveniences that may require workarounds to restore functionality.