SLA

Optimizory Technologies is dedicated to providing consistent and responsible support with the highest quality to all our customers.

Support Channels

• Submit a request through our support portal: https://optimizory.atlassian.net/servicedesk/customer/portals
• Send an email to support@optimizory.com

Support Includes

• Investigating support cases related to our products.
• Help with installation, configurations, and upgrades.
• Help troubleshoot problems with Optimizory products.
• Help identifying workarounds, suggesting different configuration changes where applicable.
• Answering questions about Optimizory products functionality.
• Answering sales-related requests.
• Product demo.
• Quick support using remote desktop sessions.
• Collecting feedback and feature requests (We cannot guarantee that a feature request will be implemented).

Support Does Not Include

• Support for issues that are not related to our products.
• Product training.
• Customers who do not have a valid and current license or active subscription.
• Phone support.
• Investigating support cases for versions that have reached end of life.
• Creating backports for previous versions of Jira for the newest Optimizory product releases.
• Support in any language other than English.

Response Times

• We will make our best effort to respond to your request within 24 business hours from the time of your request.
• We will do our best to get back to you even sooner.
• Any blocker issues disrupting the product use are addressed at highest priority.

Business Hours

Business hours are Monday through Friday, 10 A.M – 7 P.M IST (GMT+5:30). Our support team is based in Delhi, India.
We are closed on national holidays in India.