Support Policy
Xhandy provides a number of plans that empowering you with dedicated technical support and timely service
Feature | Pre-sales | Production |
|---|---|---|
On-premises Support | Yes | Yes |
Cloud Support | Yes | Yes |
Updates and Patches | Yes | Yes |
Support Portal Access | Yes | Yes |
Service Level Agreement | Initial Response Time |
|---|---|
Standard Support - Severity 1 | Within 1 hour |
Standard Support - Severity 2 | Within 4 hours |
Standard Support - Severity 3 | Within 1 business day |
Standard Support - Severity 4 | Within 1 business day |
Definitions and Terms
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Support business hours are from Monday through Friday, from 9 AM to 6 PM (North America time zones (EST/CST/PST/MST), Central Europe (CET), Singapore/China (SGT/CST) and Australia Eastern (AET) Timezone). Support business hours exclude local holidays in each timezone.
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Additional assistance beyond what is included in a support plan can be purchased as Advisory Services which will be delivered by our Professional Services team.
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If no support is specified in an order, the customer’s support is limited to public documentation
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Customer is required to select its designated support time zone from the preceding available options as part of support setup or support account update. Support Service availability and measurement of SLAs are based on Customer's designated support time zone.