Service Level Agreement

Owned by Rajagopal R
Apr 26, 2018

When creating a support request through Crystal Gantt'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 Gantt 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 Gantt’s control.

Business Hours and Response Time

Crystal Gantt’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 Gantt’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 Gantt’s Support Includes:

  • Assistance with configuring Crystal Gantt products
  • Help with troubleshooting problems with Crystal Gantt products
  • Help with issues arising out of Crystal Gantt product upgrades

Crystal Gantt's Support Does Not Include:

  • Phone support
  • Product training
  • Support for JIRA configurations not related to a Crystal Gantt's product