The Service Level Agreement outlines the service level and scope of support provided by JMA Web Technologies dba Sync with Connex.
Hours of Operation
What is your response time?
We strive to answer all support tickets within one business day. Tickets received on Friday could get answered on the next business day.
What are your support hours?
We are open Monday through Friday from 9 am to 4 pm EST. We are closed on major holidays:
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Columbus Day
- Veterans Day
- Thanksgiving Eve - Limited Hours
- Thanksgiving
- Christmas Eve
- Christmas Day
- New Year’s Eve
Support Limits
What is beyond our support?
Please read this guide.What support do you offer for the QuickBooks Web Connector
The QuickBooks Web Connector is a 3rd party tool built by Intuit. Although we can solve many errors, some problems are QuickBooks related. We shall help open a support case with Intuit.
Screen Sharing
Do you provide set-up assistance?
We provide an extensive library of videos and knowledge base guides, but we perform only paid onboardings at $150 per hour.
Do you provide on-site support?
We provide all support remotely.
Where is your support team based?
Our team is based in the United States.
Do you provide phone support?
No, we do not provide phone support. In rare cases we will request a screen share to further troubleshoot the problem. As a curtesy to our support staff this does not go beyond more than an hour of support
Uptime
What is your up-time guarantee?
Although we offer no official up-time guarantee, our host provides 99% uptime. Our software will scale to meet the needs of our customers during peak periods.
If there is an outage, how are we notified?
Please visit status page to learn about major outages.
Updates
What are your policies on application updates?
We may modify our software at any time to fix problems and improve functionality. You may receive a notification, if we make a major change.
How often do you make changes?
Connex is a central system and all users run the same code. A change for one client could adversely affect another. If a coding change is required to add features or fix functionality problems, it is done at our discretion.