At JengaStack, we are dedicated to ensuring your business operations run smoothly. This document outlines our support hours, response times, and how we handle escalations.
1. Support Hours
Standard support is available during the following hours (East Africa Time - EAT):
- • Monday – Friday: 8:00 AM – 6:00 PM
- • Saturday: 9:00 AM – 1:00 PM
- • Sundays & Public Holidays: Emergency infrastructure support only.
2. Support Tiers & Response Times
| Priority | Description | Target Response |
|---|---|---|
| P1 (Critical) | Platform down or critical security breach. | < 1 Hour |
| P2 (High) | Core features failing (e.g., WhatsApp Baileys integration down, webhook failure). | < 4 Hours |
| P3 (Normal) | General "How-to" queries or minor UI bugs. | < 1 Business Day |
3. Escalation Procedures
Our support team follows a multi-tier escalation process to resolve issues efficiently:
- • Level 1: Initial triage and resolution of common configuration or WhatsApp connection issues.
- • Level 2: Technical deep-dives into Odoo integration errors and WhatsApp meta policies.
- • Level 3: Engineering and SRE involvement for infrastructure-wide or critical failures.
4. How to Get Support
To receive the fastest assistance, please use one of the following channels:
- • Client Dashboard: Open a ticket directly from your JengaStack portal.
- • Email: Send a detailed description of your issue to [email protected].
- • Emergency (P1 only): Use the emergency contact number provided in your Client Dashboard for immediate infrastructure response.
5. Support Boundaries
To maintain high-quality service for all clients, our support excludes:
- • Accounting or tax professional advice.
- • General Odoo end-user training (please refer to our Documentation).
- • Third-party Odoo modules not managed by JengaStack.
- • Hardware support (printers, local networking, POS terminals).