ByConsult® Support SLA
Our Service Level Agreement defines support coverage, response targets, service priorities, and support commitments for ByConsult customers.
Need Support?
Submit a ticket through our Support Portal or email support@cbs.jo. For an S1 outage, Premium and Enterprise customers may use their supplied emergency hotline.
Customer Online Account
Please email support@cbs.jo a list of the users who should have access, including each person's name and work email address. We will set up their online accounts so they can view their support package status and their organization's tickets and ticket statuses once portal access is enabled. Please send this list from an authorized company contact.
Support Plans and Targets
| Target | Core | Enhanced | Premium | Enterprise |
|---|---|---|---|---|
| Annual Price | $1,400 | $2,500 | $4,800 | Custom Quote |
| Included Hours per Year | 20 | 50 | 120 | 200+ |
| Coverage | Sun–Thu, 9 AM–5 PM | Sun–Thu, 9 AM–5 PM | 24/7 for S1 Only | 24/7 for S1 Only |
| S1 Response | 4 Business Hours | 2 Business Hours | 30 Minutes (24/7) | 15 Minutes (24/7) |
| S1 Resolution | Best Effort | 24 Business Hours | 8 Hours (Workaround) | 4 Hours (Permanent Fix) |
| S2 Response | 6 Business Hours | 4 Business Hours | 2 Business Hours | 1 Business Hour |
| S2 Resolution | 3 Business Days | 2 Business Days | 1 Business Day | 8 Business Hours |
| S3 Response | 8 Business Hours | 8 Business Hours | 4 Business Hours | 2 Business Hours |
| S4 Response | 2 Business Days | 1 Business Day | 8 Business Hours | 4 Business Hours |
| Health Checks | None | Quarterly | Monthly | Weekly |
| Unused Hours Rollover | None | None | Up to 25% | Up to 30% |
How to Request Help
Submit tickets through the Support Portal or email support@cbs.jo. Premium and Enterprise clients may use their supplied emergency hotline for S1 outages. Other tickets submitted outside applicable support hours are queued until the next business day.
Severity Levels
Critical
Production unavailable, critical operations stopped, and no workaround is available.
Major
Major feature failure or serious degradation affecting normal business operations.
Minor
Minor issue while business operations continue.
General
How-to question, documentation request, or minor change request.
What the Targets Mean
Response means acknowledgment by a qualified support engineer. Resolution means a permanent fix or functional workaround restoring operations. S3/S4 have response targets but no stated resolution targets. Business-hour targets follow the applicable plan schedule; S1 Premium/Enterprise targets run 24/7.
Hours and Exclusions
Work on tickets, including diagnosis, bug fixes, configuration, training, and ticket-related communication, uses plan hours in 15-minute increments. Hosting, external integrations, third-party code, Odoo upstream defects, and extensive user-error recovery may require separate arrangements; see the signed agreement for scope.
Rollover and Credits
Premium may carry up to 25% of annual allotted hours; Enterprise up to 30%, for use within 90 days after renewal. If an S1 response target is missed, a client may request 5% of the next annual support invoice for each 30-minute delay, capped at 20% of annual plan value, within 5 business days of the incident. Eligibility is subject to the signed SLA.
Overages
We will discuss expected hour exhaustion in advance. Additional-hour pricing and authorization must be agreed before work beyond included hours.
Have Questions About Your SLA?
Contact our support team or submit a ticket and we will be happy to assist you.
Submit a TicketByConsult® Support SLA
Our Service Level Agreement defines support coverage, response targets, service priorities, and support commitments for ByConsult customers.
Need Support?
Submit a ticket through our Support Portal or email support@cbs.jo. For an S1 outage, Premium and Enterprise customers may use their supplied emergency hotline.
Customer Online Account
Please email support@cbs.jo a list of the users who should have access, including each person's name and work email address. We will set up their online accounts so they can view their support package status and their organization's tickets and ticket statuses once portal access is enabled. Please send this list from an authorized company contact.
Support Plans and Targets
| Target | Core | Enhanced | Premium | Enterprise |
|---|---|---|---|---|
| Annual Price | $1,400 | $2,500 | $4,800 | Custom Quote |
| Included Hours per Year | 20 | 50 | 120 | 200+ |
| Coverage | Sun–Thu, 9 AM–5 PM | Sun–Thu, 9 AM–5 PM | 24/7 for S1 Only | 24/7 for S1 Only |
| S1 Response | 4 Business Hours | 2 Business Hours | 30 Minutes (24/7) | 15 Minutes (24/7) |
| S1 Resolution | Best Effort | 24 Business Hours | 8 Hours (Workaround) | 4 Hours (Permanent Fix) |
| S2 Response | 6 Business Hours | 4 Business Hours | 2 Business Hours | 1 Business Hour |
| S2 Resolution | 3 Business Days | 2 Business Days | 1 Business Day | 8 Business Hours |
| S3 Response | 8 Business Hours | 8 Business Hours | 4 Business Hours | 2 Business Hours |
| S4 Response | 2 Business Days | 1 Business Day | 8 Business Hours | 4 Business Hours |
| Health Checks | None | Quarterly | Monthly | Weekly |
| Unused Hours Rollover | None | None | Up to 25% | Up to 30% |
How to Request Help
Submit tickets through the Support Portal or email support@cbs.jo. Premium and Enterprise clients may use their supplied emergency hotline for S1 outages. Other tickets submitted outside applicable support hours are queued until the next business day.
Severity Levels
Critical
Production unavailable, critical operations stopped, and no workaround is available.
Major
Major feature failure or serious degradation affecting normal business operations.
Minor
Minor issue while business operations continue.
General
How-to question, documentation request, or minor change request.
What the Targets Mean
Response means acknowledgment by a qualified support engineer. Resolution means a permanent fix or functional workaround restoring operations. S3/S4 have response targets but no stated resolution targets. Business-hour targets follow the applicable plan schedule; S1 Premium/Enterprise targets run 24/7.
Hours and Exclusions
Work on tickets, including diagnosis, bug fixes, configuration, training, and ticket-related communication, uses plan hours in 15-minute increments. Hosting, external integrations, third-party code, Odoo upstream defects, and extensive user-error recovery may require separate arrangements; see the signed agreement for scope.
Rollover and Credits
Premium may carry up to 25% of annual allotted hours; Enterprise up to 30%, for use within 90 days after renewal. If an S1 response target is missed, a client may request 5% of the next annual support invoice for each 30-minute delay, capped at 20% of annual plan value, within 5 business days of the incident. Eligibility is subject to the signed SLA.
Overages
We will discuss expected hour exhaustion in advance. Additional-hour pricing and authorization must be agreed before work beyond included hours.
Have Questions About Your SLA?
Contact our support team or submit a ticket and we will be happy to assist you.
Submit a Ticket