Service Level Agreement
- Rajagopal R
When creating a support request through Crystal Export's support desk, we will respond within no more than a business day from the time of your initial request. Our goals are to answer the majority of requests within the same business day. Crystal Export will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond Crystal Export’s control.
Business Hours and Response Time
Crystal Export’s business hours are from 9am to 5 pm IST, Monday through Friday. All requests are answered within 1 business day, excluding national holidays. We are constantly monitoring our support channels to respect the high priority of our enterprise customers and any critical issues.
Support Channels
You can request support through one of the following channels:
- Submitting an issue through Crystal Export’s add-on.
- Requests made through open forums such as Atlassian Answers and StackOverflow are monitored by our support team and answered on a best-effort basis.
Crystal Export’s Support Includes:
- Assistance with configuring Crystal Export products
- Help with troubleshooting problems with Crystal Export products
- Help with issues arising out of Crystal Export product upgrades
Crystal Export's Support Does Not Include:
- Phone support
- Product training
- Support for JIRA configurations not related to a Crystal Export's product