This document provides Xpand IT’s Service Level Agreement for the following products:
Xray for JIRA
Xporter for JIRA
Writeback extension for Tableau
When you create a support request through the available support channels, we will respond within 24 business hours from the time of your initial request. Our goal is to respond the majority of requests within the same business day. While Xpand IT will make reasonable efforts to provide support in accordance with this Service Level Agreement and it will not be responsible for any delays caused by the customer or for reasons beyond Xpand IT’s control.
BUSINESS HOURS AND RESPONSE TIME
Xpand IT’s business hours are from 10 am to 6 pm CET, Monday through Friday. Our office is closed on national holidays listed on this calendar for Portugal. All support requests are answered within 24 business hours, excluding national holidays. We constantly monitor our support channels for any critical issues.