JUNIPER BOOKING ENGINE
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JUNIPER BOOKING ENGINE
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| 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 | - |
| 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 | - |
| 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 | - |
| 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 | - |
According to basic*
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:
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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:
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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:
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Legend*