Effective: September 2026
Response Times
We respond to critical support requests delivered through our support channels within 24 hours, Monday through Friday. A critical issue is one that makes an app unusable or blocks a core reporting workflow with no reasonable workaround.
All other support requests receive a response within 24 business hours.
Business Hours
Our business hours are Monday through Friday, 9 AM – 5 PM Eastern European Time (EET in winter, EEST in summer – Europe/Vilnius). 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
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You can raise a service desk request on a customer portal
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Or send an email to info@simple-reports.com
Support Includes
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Help with configuring our products
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Help with troubleshooting problems with our products
Support Does Not Include
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Product training
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Phone support or on-site support
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Support for Jira configurations not related to our products
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Support in any language other than English