Service Level Agreement (SLA)

Owned by Txus
Last updated: Aug 30, 2023
1 min read

Schedule

8:00 am — 3:00 pm CET, Monday through Friday

Our support team is based in Madrid, Spain (GMT+1)

We may be off hours during Spanish public holidays. (But we try to keep an eye on incoming requests and answer urgent messages during off hours as well.)

What does this support include?

Product Support INCLUDES

  • Answering questions about product functionality.

  • Responding sales-related requests.

  • Investigating support cases related to our products.

  • Suggesting workarounds and configuration changes where applicable.

  • When a defect is identified, scheduling releases based on the latest version of the product.

Please note that you'll need to have an active maintenance subscription to install a new release.

  • Collecting feedback and recording feature requests.

Please note that we don't guarantee that a feature request will ever be implemented.

 

Product Support NOT INCLUDES

  • Training.

  • Phone support, screen sharing, webinars.

  • Help with programming. (Although we'll be happy to give you pointers to the Structure API documentation.)

  • Support for issues that are not related to our products.

  • Support for non-GA versions (development builds, beta versions) and for versions that have been modified by the customer.

  • Investigating support cases for versions that have reached its end.

  • Creating patches for previous versions of the product.