# Service Level Agreement | Optimizory

Source: https://optimizory.com/sla

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# SLA

Service Level Agreement for Optimizory products.

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

We recommend posting support requests to our [support portal](https://optimizory.atlassian.net/servicedesk/customer/portals)

## 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.

### Have any queries?

Please send a mail to [support@optimizory.com](mailto:support@optimizory.com) to get in touch with us.

[Leave a Message](https://forms.gle/mmCCppoSCDd8dtry8)

[Create Support Ticket](https://optimizory.atlassian.net/servicedesk/customer/portals)

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