Contacting Support & SLA¶
How to get technical assistance from JengaStack operations.
Support Channels¶
- Dashboard Tickets: Click Support in the dashboard to open a ticket with automatic server diagnostics attached.
- Email Support: Send inquiries directly to [email protected].
- Emergency WhatsApp: Dedicated priority line for Growth and Enterprise customers at
+254 719 702 373.
SLA Response Times¶
| Severity | Description | Target Response | Target Resolution |
|---|---|---|---|
| P1 - Critical | Production instance down or POS blocked | Under 15 minutes | Under 2 hours |
| P2 - High | eTIMS or M-Pesa integration error | Under 1 hour | Under 4 hours |
| P3 - General | How-to questions and configuration advice | Under 4 hours | Next business day |