Support Guidelines & Procedures

Last Updated: April 2025

This page outlines how JB Cyber Services provides client support, including how requests are processed, expected turnaround times, and our approach to escalations and prioritisation.

1. Support Channels

  • Email: support@jbcyberservices.com
  • Phone: +44 330 122 6991 (Mon–Fri, 9AM–5PM UK Time it is currently )
  • Incident Response: Available 24/7 — Access details via your client portal

    We don't publish our incident-response contact details to ensure that the lines remain clear of nuisance calls, ensuring we're easily reachable in your hour of need.

2. Response Times

We aim to acknowledge all standard support requests within 1 business day. Resolution times vary depending on complexity and urgency:

  • Cyber Attacks & Related Incidents: Contact our Incident Response Team; First Responders will contact you ASAP.
  • Critical Issues (e.g. site down): Acknowledged within 2 hours during business hours; resolved ASAP.
  • General Requests: Typically resolved within 1–3 business days.
  • Content or minor edits: Up to 5 business days depending on backlog.

3. Busy Periods

During high-demand periods (e.g. major launches, holidays, or platform updates), support requests may take slightly longer to be fulfilled. We will always communicate expected delays where possible.

4. Request Scope

Included support typically covers:

  • Bug fixes related to your hosted service
  • Downtime issues or configuration errors
  • Basic content updates (for sites we manage)

The following may fall outside included support and may require a quote:

  • New features or functionality
  • Third-party integration changes
  • Major redesigns or restructures

5. Escalation Procedure

If your request is time-sensitive or mission-critical, please make this clear when submitting. We triage requests based on severity and impact, and may escalate appropriately within our team.

6. Service Level Agreements (SLAs)

Unless otherwise contractually agreed, we do not offer guaranteed SLAs for support response or resolution. However, we strive to exceed expectations and work proactively to keep your systems running smoothly.

7. Contact Us

If you have any questions about these support procedures, please get in touch at support@jbcyberservices.com or call +44 330 122 6991.

Effective Date: April 2025