Service Level Agreement (SLA)

Effective: November 2022

Response Times

We will respond to support requests delivered to us from our support channels within 24 business hours.

Business Hours

Our business hours are Monday through Friday, 9 AM – 5 PM Eastern European Time (EET). But most of the time we answer support requests during non-working hours too, if available. So please feel free to contact us anytime. We are closed on national Lithuanian holidays.

Support Channels

• You can raise a service desk request on a customer portal

• Or send an email to info@simple-reports.com

Support Includes

• Help with configuring our products

• Help with troubleshooting problems with our products

Support Does Not Include

• Product training

• Phone support or on-site support

• Support for Jira configurations not related to our products

• Support in any language other than English