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SLA (Service Level Agreement)

SLA (Service Level Agreement)

Owned by Shivam Sharma
Jan 03, 2025
1 min read

Service Level Agreement for Optimizory products

Optimizory Technologies is dedicated to providing consistent and responsible support with the highest quality to all our customers.

Support Channels

We recommend posting support requests to our support portal

Support Includes

  • Investigating support cases related to our products.

  • Help with installation, configurations, and upgrades.

  • Help troubleshoot problems with Optimizory products.

  • Help identifying workarounds, suggesting different configuration changes where applicable.

  • Answering questions about Optimizory products functionality.

  • Answering sales-related requests.

  • Product demo.

  • Quick support using remote desktop sessions.

  • Collecting feedback and feature requests (We cannot guarantee that a feature request will be implemented).

Support Does Not Include

  • Support for issues that are not related to our products.

  • Product training.

  • Customers who do not have a valid and current license or active subscription.

  • Phone support.

  • Investigating support cases for versions that have reached end of life.

  • Creating backports for previous versions of Jira for the newest Optimizory product releases.

  • Support in any language other than English.

Response Times

  • We will make our best effort to respond to your request within 24 business hours from the time of your request.

  • We will do our best to get back to you even sooner.

  • Any blocker issues disrupting the product use are addressed at highest priority.

Business Hours

Business hours are Monday through Friday, 10 A.M – 7 P.M IST (GMT+5:30). Our support team is based in Delhi, India.
We are closed on national holidays in India.