Support Service Level Agreement (SLA)

We aim to offer immediate help by responding to your support request to Top Shelf Solutions within 24 business hours from the time of your request.  Top Shelf Solutions will apply reasonable effort to provide assistance in accordance with the SLA.

We will not be responsible for any delays caused by the client or for any events beyond Top Shelf Solutions' control.

Response time

Top Shelf Solutions' business hours are Mondays to Fridays, 10AM-6PM U.S. Eastern Time.  Top Shelf Solutions is closed on major holidays.

Support coverage

  • Help with installation issues.
  • Help with upgrade issues.
  • Help in troubleshooting issues with our add-ons.
  • Help in determining work-arounds.

Support limitation

  • Product training.
  • Customers without a valid and current license or active subscription.
  • Help on non Top Shelf Solutions' add-ons.
  • Beta or Development releases.
  • Support of any language other than English or German.