1. Purpose
This Service Level Agreement defines the scope and response commitments of Xdroid regarding support for the Xdroid SAAS Services.
The support provided under this SLA is limited to technical issues where the Services do not function according to its intended behavior.
This Service Level Agreement forms part of the Terms of Service or other written agreement between Xdroid and you governing your use of the Services. By accepting the Terms of Service and accessing or using the Services, you accept this SLA.
2. Scope of Support
Xdroid Support will respond to support requests only in the following cases:
- A core functionality of the system is not working.
- A system integration with external systems fails or does not operate as expected.
- The system does not return or display results where results are expected.
- The Customer experiences billing, subscription, payment, or account administration issues related to the Services, including failed or missing payments, invoicing errors, upgrade or downgrade issues, changes to billing or payment details, or other administrative matters affecting access to or use of the Services.
Support is delivered through email-based support channels.
Questions regarding usage, configuration, or general guidance should be addressed through the product FAQ and documentation. Xdroid Support does not guarantee responses to questions already covered by the FAQ.
Maintenance and support services are included in the Subscription Fee and consist of remote support only. On-site support, consulting, implementation services, or end-user training are not included.
3. Definitions
3.1. Bug: An inconsistency between the Services’ behavior and the official Documentation.
3.2. Workaround: A temporary method that allows continued use of the system until a permanent solution is implemented.
3.3. Interim Solution: A temporary technical fix delivered as a patch or hotfix.
3.4. Permanent Solution: A software update that resolves the issue in accordance with the documented product behavior.
4. Severity Levels
Severity | Description |
Critical (Severity 1) | Core system functionality is unavailable, system integration fails completely, or the system does not return expected results, significantly impacting use of the platform. |
Standard (Severity 2) | A feature works incorrectly but the system remains usable. |
Low (Severity 3) | Minor issues, usability questions, cosmetic problems, or requests not impacting core functionality. |
5. Response Objectives
Severity | Response Time |
Critical | Within 8 hours during business hours (08:00–17:00 CET, Monday–Friday excluding public holidays). |
Standard | Within 2 business days. |
Low | N/A – addressed when feasible. |
Issues reported outside business hours will be reviewed on the next business day.
6. Resolution Approach
Resolution may consist of one of the following:
- Workaround
- Interim Solution (patch or hotfix)
- Permanent Solution included in a future update or release
Low severity issues may be addressed in future product updates or when deemed feasible by Xdroid.
7. Support Escalation
Once an issue is reported:
- Xdroid Support verifies the reported problem.
- If the issue is confirmed and no immediate solution exists, it will be escalated to the product development team.
- The assigned support engineer will coordinate internal follow-up and provide updates where applicable.
8. Limitations
Xdroid is not responsible for issues resulting from:
- Customer infrastructure or third-party systems
- Software not provided by Xdroid
- Incorrect system configuration or misuse
- Requests already covered in product documentation or the FAQ