Support overview
Joynity provides practical support for approved services, projects, systems, and support plans. Support may be delivered by email, phone, video call, remote support tools, customer portal, scheduled session, or approved messaging.
Support channels
- Email: support@joynity.app
- Website contact form
- Approved booking link or customer portal
- Remote support session when scheduled or authorized
- BatteryOps operational support when included in the agreement
Business hours
Standard support is handled during normal business hours unless a separate agreement includes after hours coverage. Response times may vary based on urgency, plan level, workload, and issue complexity.
Priority levels
- Urgent: Service impacting issue for an active client system or critical operational workflow.
- High: Important issue affecting work, access, or customer service.
- Normal: Standard support request, update, question, or configuration need.
- Low: Enhancement request, general question, or non urgent improvement.
Remote support boundaries
Remote support requires customer authorization. Joynity may decline or stop a session if the request is unsafe, outside scope, unclear, unauthorized, abusive, or requires a licensed professional or emergency response.
Not included unless agreed
- Emergency response.
- Medical, clinical, legal, tax, insurance, or financial advice.
- Guaranteed cybersecurity protection.
- Unapproved after hours support.
- Work outside the agreed scope, plan, or statement of work.
Contact
Support questions can be sent to support@joynity.app.