Clear communication
We keep you informed about what We found, what it means, and the best next step.
Service Level Agreement
My Commitment to Excellence
Transparent service standards and guarantees that ensure your business receives the reliable IT support you deserve.
Service Standards
JC Technologies Service Level Agreement
Effective Date: January 1, 2026 | Last Updated: May 9, 2026
Response Times
Critical Issues
≤ 1 Hour
High Priority
≤ 4 Hours
Standard Requests
≤ 24 Hours
Low Priority
≤ 72 Hours
Support Coverage
Business Hours
8 AM - 6 PM EST
Emergency Line
24/7 Available
Remote Support
Same Day
On-Site Response
Next Business Day
Contact Information
Emergency Support
24/7 Emergency Line
Available via contact form
General Support
Business Hours: 8 AM - 6 PM EST
Monday - Friday
Account Management
John Cohen, Owner
Direct contact via website
What You Can Expect
A service relationship built on clarity
My goal is simple: keep the communication clear, the response times realistic, and the support experience dependable.
Practical support
We focus on the work that actually improves reliability instead of padding the scope.
Respect for your time
We keep the process organized so you can make decisions quickly and move on with your day.
Long-term stability
We aim for solutions that hold up well after the initial project is finished.
Standard coverage
- Support for network configuration, troubleshooting, and planned maintenance.
- Reasonable updates on ongoing work and progress milestones.
- Remote assistance during business hours when available.
- On-site support when the issue cannot be handled remotely.
Items We discuss separately
- Large multi-vendor projects that need formal scheduling and coordination.
- Emergency after-hours work that requires immediate dispatch.
- Work involving third-party carriers, cloud vendors, or hardware warranties.
- Projects that depend on unavailable documentation or incomplete access details.