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Log into the J2 Customer Service Desk
Select the documentation option
Summary: Make sure to include what changes or additions you would like to see in the documentation.
Description: Describe in detail what you would like to see updated or added in the documentation.
Attachment: Optional, can screen capture to show where to update or add the documentation.
Share With: Select your organization.
Click send
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The goal for the ‘Time to Resolution' SLA is to track the time it takes from when an issue is first created to when the ticket is closed. Below are the general timeframes.
Ticket Type | Ticket Priority | Business Days to Resolution |
|---|---|---|
All Tickets | Blocker | 3 Days |
Bug & New Feature | Severe | 130 Days (6 months) |
Bug & New Feature | Severe (premium) | 65 Days (3 months) |
Bug & New Feature | Standard | 520 Days (2 years) |
Support | Standard | 21 Days (1 month) |
Time to First Response
The purpose of the 'Time to First Response' SLA is to track the time it takes from when an issue is first created to when the J2 Agent first responds or updates the status of the ticket. Below are the general timeframes.
Ticket Type | Ticket Priority | Business Days to First Response |
|---|---|---|
All Tickets | Blocker | 1 Day |
All Tickets | Severe | 3 Days |
All Tickets | All others | 6 Days |