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Support Response Time Commitment

Effective Date: 01-01-2025

1. Purpose

This Support Response Time Commitment (“Commitment”) outlines JAMILATECH Ltd’s policy regarding the response timeframes for support requests submitted by our customers. It aims to provide transparency, set expectations, and ensure a consistent, high-quality customer experience. This document reflects our dedication to swift, effective technical assistance across all our web hosting services.

2. Scope

This Commitment applies to all customers of JAMILATECH Ltd who have an active hosting service, including but not limited to shared hosting, VPS, dedicated servers, and managed hosting solutions. It includes support tickets submitted through our official channels, such as our support portal, email (support@mediabirdco.net), and live chat system.

3. Support Channels

  • Email Support: support@mediabirdco.net (24/7)
  • Support Portal: Available via customer dashboard (24/7)
  • Live Chat: Available Monday–Friday, 9:00 AM–6:00 PM (GMT+6)
  • Emergency Support: Available for critical system outages (24/7)

4. Support Request Classification

All support requests are categorized based on the nature and urgency of the issue:

  • Critical (Priority 1): System down, major outage, or security breach affecting all users.
  • High (Priority 2): Service degradation or serious functional errors with limited workaround.
  • Medium (Priority 3): Partial impairment, performance issues, or routine configuration problems.
  • Low (Priority 4): General inquiries, information requests, or feature suggestions.

5. Response Time Commitments

JAMILATECH Ltd commits to the following maximum initial response times based on request priority:

Priority Level Definition Response Time
Priority 1 - Critical Complete system outage, data loss, security breach Within 30 minutes (24/7)
Priority 2 - High Severe degradation or serious impact Within 1 hour (Business Hours)
Priority 3 - Medium Moderate functionality impact Within 4 hours (Business Hours)
Priority 4 - Low General inquiries and minor issues Within 24 hours (Business Days)

6. Terms of Support

  • All support requests must include relevant details (e.g., domain name, server ID, error messages, steps to reproduce).
  • Initial response time refers to the time taken to acknowledge the issue and begin investigation.
  • Resolution time depends on issue complexity and customer responsiveness.
  • Support response time commitments do not guarantee issue resolution within the stated timeframes.

7. Customer Responsibilities

For efficient support and accurate response times, customers are expected to:

  • Submit tickets using the official support channels.
  • Provide accurate and detailed information about the issue.
  • Respond promptly to requests for additional details or testing.
  • Maintain regular backups of websites, databases, and content.
  • Comply with our Terms of Service.

8. JAMILATECH Ltd Responsibilities

We are committed to:

  • Providing courteous, timely, and technically accurate responses.
  • Assigning skilled technicians to address each ticket.
  • Escalating critical issues as per internal SLA workflows.
  • Communicating transparently about issue status and estimated resolution time.
  • Continuously monitoring infrastructure to proactively prevent issues.

9. Exceptions

The following situations may result in delayed responses:

  • Incorrect or incomplete information provided by the customer.
  • Third-party issues outside JAMILATECH Ltd’s control (e.g., domain registrar, third-party apps).
  • Unplanned events such as DDoS attacks, natural disasters, or global network outages.
  • High ticket volume during peak periods, although we strive to minimize delays.

10. Disclaimers

  • This Commitment outlines target response times, not guaranteed service levels.
  • No credits or penalties are implied or enforceable based on these commitments.
  • This policy does not apply to managed third-party services or software not controlled by JAMILATECH Ltd.
  • JAMILATECH Ltd reserves the right to amend this document without prior notice. The updated version will be published on our official website.

11. Continuous Improvement

We constantly review and enhance our support processes. Our commitment to customer satisfaction drives improvements in response time, resolution workflows, and proactive support measures. Feedback from clients is invaluable in helping us maintain world-class service standards.

12. Contact Information

If you have questions about this Support Response Time Commitment, please contact our support team:

Email: support@mediabirdco.net

Website: https://mediabirdco.net