1. Coverage
Support covers bug fixes, security patches and minor improvements to the delivered scope. New features are quoted separately.
2. Response times
- P1 — Production down: response within 1 hour, 24/7.
- P2 — Degraded: response within 4 business hours.
- P3 — Minor: response within 1 business day.
3. Channels
Email support@jptechbd.com or your dedicated Slack/WhatsApp channel for retainer clients.
4. Hours
Business hours are Sunday–Thursday, 9:00 AM – 6:00 PM (BDT). P1 incidents are handled 24/7.
5. Escalation
Unresolved P1 incidents escalate to the engineering lead after 2 hours and to the MD after 4.
6. Out of scope
Third-party platform outages, customer-managed credentials, or work outside the delivered scope are billed at standard hourly rates.