Service Availability & Support Level Policy
Last Updated: June 2026
> Legal notice: Published policy for CheckDeskPro, operated by JMP Mukhi LLC. Reviewed by counsel for commercial operation. Not legal advice for your specific situation.
JMP Mukhi LLC · 2872 Mattox St, Suite B, Tupelo, MS 38801, USA · support@checkdeskpro.com · Governing law: State of Mississippi, USA
1. Purpose
This Service Availability & Support Level Policy describes CheckDeskPro's operational objectives regarding platform availability, maintenance, customer support, and service communications.
This policy is intended to provide transparency regarding service expectations but does not constitute a guarantee unless otherwise provided in a separate written agreement.
2. Scope
This policy applies to:
- CheckDeskPro web applications
- Customer portals
- Authentication services
- Reporting services
- Administrative functions
- Related support services
3. Service Availability Objective
CheckDeskPro seeks to maintain a high level of service availability for customers.
Target Availability
99.5% Monthly Availability Target
This target is a service objective and not a contractual guarantee.
Availability calculations may exclude:
- Scheduled maintenance
- Emergency maintenance
- Force majeure events
- Third-party provider outages
- Customer network issues
- Internet service disruptions outside our control
4. Scheduled Maintenance
CheckDeskPro may periodically perform maintenance activities including:
- Security updates
- Infrastructure upgrades
- Database maintenance
- Performance improvements
- Feature deployments
Whenever reasonably practical, maintenance will be performed during lower-usage periods.
5. Emergency Maintenance
Emergency maintenance may be performed without advance notice when necessary to:
- Address security vulnerabilities
- Protect customer data
- Restore service functionality
- Prevent operational disruption
6. Support Channels
Customers may contact CheckDeskPro through:
- Support: support@checkdeskpro.com
- Billing: billing@checkdeskpro.com
- Security: security@checkdeskpro.com
- Privacy: privacy@checkdeskpro.com
- Legal: legal@checkdeskpro.com
7. Support Hours
Standard support is generally provided during normal business hours.
Business Hours:
Monday through Friday 8:00 AM – 5:00 PM Central Time United States
Support requests submitted outside business hours may be addressed on the next business day.
8. Support Priority Levels
Priority 1 – Critical
Examples:
- Complete service outage
- Authentication unavailable
- Widespread inability to access the platform
Target Initial Response: Within 1 Business Day
Priority 2 – High
Examples:
- Major feature unavailable
- Significant operational impact
- Data processing issues
Target Initial Response: Within 1 Business Day
Priority 3 – Normal
Examples:
- Routine support requests
- Configuration questions
- Non-critical issues
Target Initial Response: Within 2 Business Days
Priority 4 – Low
Examples:
- Feature suggestions
- General inquiries
- Cosmetic issues
Target Initial Response: Within 5 Business Days
9. Incident Communications
For significant incidents, CheckDeskPro may provide updates regarding:
- Service outages
- Security incidents
- Infrastructure failures
- Recovery efforts
Communication methods may include:
- In-app notifications
- Website notices
- Support communications
10. Third-Party Dependencies
CheckDeskPro relies upon third-party providers for services including:
- Hosting
- Authentication
- Email delivery
- Infrastructure
- Payment processing
Performance of those services may affect overall platform availability.
11. Service Credits
Unless explicitly stated in a separate written agreement, CheckDeskPro does not provide automatic service credits for outages, interruptions, or availability issues.
Any credits granted are provided solely at the discretion of JMP Mukhi LLC.
12. Customer Responsibilities
Customers remain responsible for:
- Maintaining internet connectivity
- Managing user credentials
- Maintaining compatible devices
- Protecting local systems
- Maintaining copies of important records
13. Force Majeure
CheckDeskPro shall not be responsible for service interruptions resulting from circumstances beyond reasonable control, including:
- Natural disasters
- Utility failures
- Internet disruptions
- Government actions
- Labor disputes
- Cyberattacks
- Third-party provider failures
14. No Guarantee
This policy describes operational objectives and support practices.
Nothing in this policy guarantees:
- Continuous service availability
- Specific response times
- Specific resolution times
- Uninterrupted operation
Actual performance may vary depending on circumstances.
15. Policy Updates
This policy may be modified periodically.
Material updates may be communicated through the Service or by other reasonable means.
Continued use of CheckDeskPro constitutes acceptance of revised versions of this policy.
16. Contact Information
JMP Mukhi LLC 2872 Mattox St, Suite B Tupelo, Mississippi 38801 United States
- Support: support@checkdeskpro.com
- Billing: billing@checkdeskpro.com
- Security: security@checkdeskpro.com
- Privacy: privacy@checkdeskpro.com
- Legal: legal@checkdeskpro.com
- Website: checkdeskpro.com