Service Level Agreement (SLA)

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. 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