We are fully committed to meeting the response and resolution targets outlined in this Service Level Agreement and work diligently to achieve (or exceed) them in the vast majority of cases.
However, these targets are goals based on normal operating conditions. We cannot always guarantee meeting them in every situation due to circumstances beyond our reasonable control. Examples include:

• Issues caused by third-party providers (e.g., internet connectivity failures, cloud platform outages from Microsoft or other vendors, power or network disruptions)
• Problems originating from your own equipment, software, configurations, or actions.
• Events such as natural disasters, severe weather, pandemics, cyber attacks not originating from our systems, industrial action, or other force majeure events.
• Unforeseeable spikes in demand or emergency situations affecting multiple customers

In such cases, we will always prioritise your issue, keep you updated, and use our best endeavours to resolve it as quickly as possible. If an issue falls outside our direct control, it may affect our ability to meet the published timescales, and we appreciate your understanding.
Our primary goal remains delivering fast, reliable support you can count on—thank you for your continued trust in J700 Group!

Our SLA makes sure we'll work hard to help you when you need us.

Thank you for trusting us! We'll do our best to support you.