Service Level Agreement

Support conditions overview

Your business is important to us. You can count on us for a full support!

If you experience any issues or need help, we will be pleased to assist you with it.

We will help you:

• with priority 1 issues within 4 hours upon you request every day
• with priority issues 2 within 8 hours upon your request every day
• with priority issues 3 within 24 hours from Monday to Friday 
• with priority issues 4 within 72 hours from Monday to Friday

For more detailed information of the priority issues 1, 2, 3 & 4, see our Service Level Agreement.

Apart from the support, we will provide you with:

• Advice regarding the downloading, installation and configuration of the Software (including patches, updates and/or upgrades )
• Assistance with troubleshooting to diagnose and fix errors in the Software
• Access to Software Documentation relating to the Software, including authorization to make copies of that Documentation for internal us

In order for us to be able to provide good support services, please make sure that you install all patches, updates, and upgrades to the Software, as provided by us. Apart from that, please provide us with full information with respect to the furnishing of support services.

Please, note that there are some exclusions from our support services. To know what is not included in our assistance refer to our Service Level Agreement.

Support on Sales Cube data

Our Power BI integration extensions that are shipped with Sales Cube datasets include comprehensive business friendly data model, described in our Sales Cube Data Disctionary. This data model is covered with our support to make sure, that you can trust the data and your reports.