Discover what each Juniper service level includes and choose the support plan that best suits your business goals, whether you're looking for essential coverage or a complete, customized service.
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Hosting
General improvements to the Intranet and Webservice
Uptime of your system
Personalized uptime (at an additional cost)
Monthly hours
Free e-learning
Support (hours/month)
Response & resolution times
Conferences (hours/month)
Unique Hotel tickets (tickets/month)
Chat Support
Estimates for new developments
Discount of hours in developments
False errors at no additional cost
New integrator support per month
Weekly ticket report
Development analysis (hours/month)
Weekly Performance Report
SLA by client time zone
Supervision of the proper use of the system
Consulting service
After-hours service
Juniper KPI app license
Discount on the purchase of hours
Discount on the purchase of new licenses
Tailor-made SLA (at an additional cost)
Personalized DRP (at an additional cost)
Dedicated Project Manager
MANDATORY
95%
10
| Ticket type | Response time | Resolution time |
|---|---|---|
| Critical business errors* | 4h | 6h |
| Partially critical business errors* | 8h | 32h |
| Non-critical business errors* | 12h | 60h |
| General support | 15h | 168h |
| New development analysis | 40h | 56h |
| Execution of developments | 40h | - |
MANDATORY
95%
According to Basic
30 hours
| Ticket type | Response time | Resolution time |
|---|---|---|
| Critical business errors* | 4h | 6h |
| Partially critical business errors* | 8h | 32h |
| Non-critical business errors* | 12h | 60h |
| General support | 15h | 168h |
| New development analysis | 40h | 56h |
| Execution of developments | 40h | - |
8 hours
10 tickets
4 tickets
2 estimates
1
MANDATORY
99%
According to Basic*
100 hours
| Ticket type | Response time | Resolution time |
|---|---|---|
| Critical business errors* | 3h | 5h |
| Partially critical business errors* | 8h | 30h |
| Non-critical business errors* | 12h | 58h |
| General support | 12h | 168h |
| New development analysis | 32h | 48h |
| Execution of developments | 36h | - |
16 hours
20 tickets
14 tickets
3 estimates
1
12 hours
5%
5%
MANDATORY
99%
According to Basic*
165 hours
| Ticket type | Response time | Resolution time |
|---|---|---|
| Critical business errors* | 3h | 5h |
| Partially critical business errors* | 8h | 30h |
| Non-critical business errors* | 12h | 58h |
| General support | 12h | 168h |
| New development analysis | 32h | 48h |
| Execution of developments | 36h | - |
Unlimited
Unlimited
Unlimited
5 estimates
1 (accumulative
within 3 months)
24 hours
5%
5%
This is the mandatory Basic level of service that must be contracted alongside your Juniper Booking Engine. It ensures access to the essential infrastructure, support, and system maintenance required for the proper functioning of the platform.
In addition to the services described in the table above, we are committed to the following response times according to our internal quality SLA:
The Premium Service Level builds upon the mandatory Basic Service, offering enhanced support, prioritized attention, and additional tools designed to improve operational efficiency.
It includes guaranteed response and resolution times through an official SLA, monthly support and conference hours, and access to services such as chat support, development estimates, and unique hotel ticket review, all tailored to accelerate your business operations.
The following response and resolution times are guaranteed when this Service Level is contracted:
The Gold Service Level is an optional extension of the Basic offering, incorporating additional strategic support and advanced monitoring tools. It includes increased monthly allocations (support hours, conference calls, and development analysis), personalized uptime options, SLAs tailored to your time zone, and access to exclusive services such as consulting, performance reporting, and customized SLAs. All designed to provide greater control and long-term operational efficiency.
The following are the improved response and resolution times:
The Platinum Service Level represents the highest tier of support available, offering maximum flexibility, availability, and strategic engagement. It includes all features from the Basic level, along with extended or unlimited resources, priority handling, and premium services such as a dedicated Project Manager, after-hours support, and access to Juniper’s KPI app. This level is designed for customers who require close and continuous alignment with Juniper’s team and operations.
Below are the enhanced response and resolution times:
