Last updated December 2023
This SLA forms part of the Subscription Terms between the Subscriber and JourneyCX (Pty) Ltd, headquartered at Westway Office Park, Westville, KZN 3629, South Africa.
Uptime Guarantee
JourneyCX commits to 99.9% monthly uptime availability.
Scheduled maintenance windows are excluded and will be communicated 48 hours in advance.
Support Hours & Response Times
Plan | Support Hours | Response Time | Resolution Target |
Starter | Mon–Fri 08:00–17:00 SAST | 2 hours | 7 hours |
Growth | Mon–Fri 08:00–17:00 SAST | 2 hours | 7 hours |
Ultimate | 7 days/week 08:00–17:00 SAST | 30 minutes | 5 hours |
Support Channels
Support is provided via:
- Email: support@journeycx.net
- Ticketing system (in-app)
Exclusions
Downtime caused by:
- Internet outages
- Customer misconfiguration
- Third-party service providers
- Force majeure (load shedding, etc.)
is not covered.
Credits
If uptime drops below 99.9%, service credits may be issued at our discretion.
