SLA

SPARTEZ Support Service Level Agreement

Spartez will respond to support requests within 24 business hours of receiving a request from a Customer. Our intention is to help you faster, but as we are a small company we appreciate your understanding.

Spartez will use reasonable efforts to perform support services in accordance with the SLA, but will not be responsible for delays caused by the Customer or for reasons beyond Spartez's control.

Spartez will consider a support case as closed if there is no response from a customer to our communication with them within 5 business days. The customer can reopen a support case in such circumstances.

Business Hours

Spartez's business hours are Monday - Friday, 8AM-4PM CET. Spartez is closed on weekends and major Polish holidays.

Support Includes

• Help with issues during installation
• Help with issues during upgrades
• Help troubleshooting problems with Spartez's products
• Help identifying work-arounds

Support Does Not Include

• Product Training
• Customers who do not have a valid and current license or active subscription
• Support related to non-Spartez products. This means that configuring and customizing non-Spartez products to allow them to interoperate with Spartez products is outside of the scope of provided support. Spartez may provide advice in such cases, but will not perform configuration tasks on customer's behalf.
• Beta or Development releases
• Support in any language other than English