Draft — under legal review
This is a working draft published ahead of launch. It will be replaced by the final text approved by our lawyer before any sale is made.
1. Support response targets
| Edition | Channels | First response P1 | P2 | P3 / P4 |
|---|---|---|---|---|
| Free | Community discussions, documentation | Best effort | Best effort | Best effort |
| Pro | Hub tickets, e-mail | 1 business day | 2 business days | 2 business days |
| Business | Hub tickets, e-mail | 4 business hours | 1 business day | 2 business days |
| Enterprise | Hub tickets, e-mail, phone or video for P1 | 2 business hours | 4 business hours | 1 business day |
Business hours are 09:30–18:30 IST, Monday to Friday, except Indian national holidays. Round-the-clock P1 cover is not offered at launch.
2. Severity
- P1 — backups failing for all servers, or a production restore blocked, with no workaround.
- P2 — a major function impaired; a workaround exists.
- P3 — a minor issue or a how-to question.
- P4 — a feature request.
3. Restore emergencies
Anyone, on any edition including Free, can raise a restore emergency; we give best-effort help the same business day.
4. Customer portal
We aim to keep the customer portal and the licensing service available, and post incidents on the status page. Xtic itself runs on your infrastructure and keeps working if the portal is unreachable (see licensing).
5. Service credits
No service credits are offered at launch.