After-Sales Service & SLA
Who is this for
Customers evaluating Jenny Software — to understand what level of after-sales support we provide. Existing customers — to know which path to take to reach the right person when an issue arises.
1. Support channels (find the right path)
| Channel | Best for | Response time |
|---|---|---|
| Support button in the bottom-right of the software | General usage questions, how-to queries, configuration help | Within 7×12 hours (8 AM – 8 PM) ~ minutes to hours |
| In-software tickets ("My Tickets") (PC top bar) | Feature suggestions, bug reports | Reply within 24 hours |
| Support WeChat Work / WeChat group | Urgent issues, bulk data import, customization inquiries | Real-time response during business hours |
| Website support www.jenny.cn | Pre-registration inquiries, pricing / sales questions | Real-time response during business hours |
| Search in this help center 🔍 | Self-service documentation | Instant (always available) |
2. Response commitment (SLA)
SLA = Service Level Agreement
The committed service level for the software — how fast we respond and how fast we resolve.
Issue severity levels
| Level | Definition | Example |
|---|---|---|
| P0 Critical | The whole company can't use it / data at risk | No one can log in, risk of data loss |
| P1 Severe | Core functionality unusable / affecting operations | Can't create sales notes, all printing fails, all reports empty |
| P2 Normal | Isolated issue with a workaround | A particular Excel import fails, one customer's statement is off |
| P3 Inquiry | How-to / configuration questions, feature suggestions | "How do I change the delivery date," "Can you add a field" |
Response & resolution targets
| Level | First response | Resolution target |
|---|---|---|
| P0 | Within 30 minutes | Within 4 hours to fix or provide a workaround |
| P1 | Within 2 hours (business hours) | Within 1 business day to fix |
| P2 | Within 24 hours | Within 3 business days to fix or provide an explanation |
| P3 | Within 24 hours | Depending on complexity; feature suggestions may enter the next release |
In practice
Jenny Software's support + engineering are all in-house and online 7×12, and the vast majority of P1 issues are resolved the same day. Production deployments can switch versions at night (8 PM – 8 AM), so customers experience zero interruption during the day.
3. Technical guarantees
Infrastructure
- Domestic cloud SaaS service; users do not need to maintain their own servers
- Key services are monitored continuously, and abnormal situations are handled promptly
- Maintenance or upgrades are scheduled during low-traffic periods whenever possible
- Accounts, samples, customers, documents, images, and files can be accessed across devices with the same account
Data guarantees
- Important business data is backed up regularly
- Login and daily access use HTTPS encrypted transmission
- Business data can be exported through in-app entries for your company's own archive
- For accidental deletion or abnormal changes, contact support as soon as possible; whether recovery is possible depends on the module, time, and available business records
See Data Security.
Security and compliance
- ICP filing + public-security filing completed
- Terms of service and privacy policy are maintained according to domestic data and personal-information protection requirements
- Key business modules such as samples, inventory, and inventory-sales documents keep necessary operation records or business ledgers on the relevant pages
- Employee permissions, customer visibility, and cost-field visibility can be configured by role
4. On-site service
Included scope (within the annual fee)
- ✅ Within Keqiao's main urban area, on-site service is included in the Enterprise annual fee
- ✅ Software deployment / data import / training / troubleshooting can all be done on-site
Outside the main urban area
- Travel costs billed separately (transport + lodging, as actually incurred)
- Book 3 days in advance; a single 1–2 day on-site trip typically costs ¥2,000–5,000 (depending on distance)
- For distant customers, remote support is more recommended (screen sharing + WeChat / phone + support group)
Out of scope (extra charge)
- Custom development (special customizations for order production / showroom / process workflows)
- Large-scale data migration (complex data from old ERPs, requiring engineering help)
- One-on-one in-depth training (over half a day)
- Private deployment (currently not open)
5. Training services
Free training
| Content | Format | Duration |
|---|---|---|
| Beginner onboarding training | Online explanation in a WeChat group + help-center docs | 30–60 minutes |
| Feature-update training | Pushed official-account articles / videos | 5–15 minutes |
| Weekly customer Q&A session | WeChat group / Tencent Meeting | 1 hour |
| Help-center video tutorials | 5 core videos watchable online | 8–15 minutes each |
Paid in-depth training (optional)
- Half-day on-site training (free in Keqiao's main urban area; travel costs apply elsewhere)
- All-staff training (>10 people): priced by the hour / per head
- Cross-department training (separate sessions for boss / salesperson / warehouse keeper / finance): negotiated price
6. Bug / feature-suggestion paths
Reporting bugs
- Support button / WeChat group → describe the issue + screenshot / video
- Support records it → enters the bug-tracking system
- Severity assessed → fixed per the corresponding SLA
- After the fix → customer verifies → ticket closed
In-software tickets ("My Tickets")
The "My Tickets" entry in the PC top bar (it carries a red dot when there are unread replies) is the formal channel for reporting issues / requesting features:
- Click the new ticket button, describe the issue, and attach screenshots if helpful
- Support / engineering reply right inside the ticket; a red dot reminds you of new replies
- The ticket list can be filtered by "All / Open / Closed"
Ticket statuses:
| Status | Meaning |
|---|---|
| Submitted, awaiting handling | The ticket has been received and is waiting for support to handle |
| In progress | Support / engineering are working on it |
| Under evaluation | The request is being evaluated internally for the best approach; the conclusion will be posted as a ticket reply |
| Not adopted for now | After evaluation it won't be scheduled for now; see the ticket reply for the reason |
| Completed, please confirm | It has been handled—please confirm in the ticket; with no reply within 7 days it closes automatically |
| Closed | The ticket is finished |
Submitted by mistake? There's a delete ticket button in the top right of the ticket detail; after a second confirmation, the ticket is deleted.
Feature suggestions
- In-software "My Tickets" on the PC (submit a feature request—see above) / support group → submit your suggestion
- The product team evaluates → feasible → scheduled into a release
- After it ships → announced on the official account + help-center changelog
- Major feature suggestions: we accept customers' naming credit (thanking customer so-and-so for the suggestion)
Your suggestions really are heard
80% of Jenny Software's new features come from real customer needs. Take a look at the changelog — many features are marked "from customer XX's suggestion."
7. Company-stability guarantee
Why customers choose Jenny Software not just for features, but for whether the company can last
The biggest risk with SaaS software is that the company folds and the customer's data is gone. Jenny Software:
- ✅ Independently operated, with no external financing / earn-out pressure — won't be pushed by investors to burn cash and then collapse
- ✅ Financially sound, with little pressure on continuing the service
- ✅ Stable core team, with core engineering at the company for 5+ years
- ✅ Continuously growing customer base, tripling in scale from 2024 to 2026
- ✅ Data is exportable, so customers can export all their data at any time (no lock-in)
8. Emergency contact
P0 critical issues outside business hours
For P0 emergencies such as the whole company unable to log in / data loss outside 8 AM – 8 PM:
- Message the emergency WeChat group — the support on-call phone is reachable 24h
- Website support www.jenny.cn — leave an emergency contact, and the on-call staff will call back within 30 minutes
- Dedicated enterprise hotline (for paying Enterprise customers) — ask support to obtain it
FAQ
Q: Is downtime / maintenance announced in advance?
A: Yes. All maintenance is scheduled at night (8 PM – 8 AM), and is announced 1 day in advance via the official account / in-app banner / customer group.
Q: Will changing computers or working remotely affect usage?
A: No. Jenny Software is cloud based; log in with the same account to continue working. Network conditions may affect speed, so use a stable network and a recommended browser.
Q: Who owns the data?
A: 100% yours. We are merely the data custodian, and you can export all data with one click at any time. This is the SaaS compliance baseline, which Jenny Software strictly observes.
Q: Can I sign an SLA agreement?
A: Yes. Major customers / key accounts can sign a formal SLA agreement that specifies the committed levels. Contact support or sales.
Q: If your company goes out of business, what happens to my data?
A: Three safeguards:
- Data can be exported at any time — customers can export and back it up locally on a regular basis
- Business data belongs to your company — before stopping use, export and hand it over first
- Key customers can agree on a handover method in advance — major customers / key accounts can contact sales or support to discuss data handover plans
Q: Are major changes (such as menu changes) announced?
A: Yes. Major feature changes are announced through multiple channels: official-account articles + in-app banners + advance notice in the support group + changelog announcement.
Related articles
- Pricing — scope of after-sales service
- Data Security — data backup and encryption
- Changelog — proof of continuous iteration
- FAQ