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 |
| App "Me → Feedback" | 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
- Cloud service: Alibaba Cloud East China cluster (proven the best fit for the geographic distribution of fabric-industry customers)
- Operations: professional DBA + SRE team monitoring 7×24
- Availability target: 99.5% (no more than 3.6 hours of downtime per month; actual history far exceeds this)
- Critical services guarded by systemd (auto-restart / failover)
- MongoDB 3-instance replica set + automatic failover
Data guarantees
- 48 automatic backups per day (roughly every half hour)
- 12 global data centers for disaster recovery, with cross-region sync
- End-to-end HTTPS encryption in transit
- OSS redundant disk storage (three replicas for images / cloud-disk files)
- Restore to any point within 30 days (contact support)
See Data Security.
Security and compliance
- ICP filing + public-security filing completed
- Cybersecurity Multi-Level Protection Scheme (MLPS 2.0) compliant
- All API keys / user passwords stored salted with BCrypt
- Audit logging of critical operations (who changed what data, and when)
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
Feature suggestions
- App "Me → Feedback" / 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
- ✅ Code hosted across multiple data centers, with GitHub + Gitee dual backup
- ✅ 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: Where are the servers? How far is the data from me?
A: Alibaba Cloud East China cluster (East China 1 Hangzhou / East China 2 Shanghai). For most Chinese customers, access latency is < 50ms. Overseas customers access via CDN acceleration.
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
- Code hosted on GitHub + Gitee — in extreme cases, a third party could take over the code and continue operations
- Data belongs to Alibaba Cloud — Alibaba Cloud-level stability does not depend on Jenny the company
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