If you submitted a request for help, report a problem/ issue or have questions about Xray at our support portal https://jira.getxray.app/servicedesk/customer/portal/2 you will get an answer at least 3 business days.
Check the table for the complete SLA on time to reply.
| Support Level | Severity | SLA |
|---|---|---|
| Standard - Monday to Friday | S1 Critical | 8 business hours (1 day) |
| S2 Serious | 24 business hours ( 3 days) | |
| S3 Moderated | 24 business hours ( 3 days) | |
| S4 Minimal | 24 business hours ( 3 days) | |
| Priority - Monday to Friday | S1 Critical | 6 hours |
| S2 Serious | 10 hours | |
| S3 Moderated | 36 hours | |
| S4 Minimal | 48 hours | |
| Enterprise - 24/7 | S1 Critical | 4 hours |
| S2 Serious | 8 hours | |
| S3 Moderated | 24 hours | |
| S4 Minimal | 48 hours |