Support Service Level Agreement

Owned by Sean Binny
Jan 20, 2018
1 min read

Concepts and Beyond is committed to providing consistent and comprehensive support to all our customers and business partners. We respond to all customers' requests within one business day from the time of request receipt. Our intention is to help you as fast as possible, but in some cases your patience would be greatly appreciated.

Business Hours and Response Time

Concept and Beyond's business hours are Monday - Friday, 8AM-5PM CST. Our support team locates in Mumbai, India. We may not be able to provide full-fledged support during weekends and other holidays but we will try to follow all incoming requests and respond to urgent issues during off hours as well.

Support Channels

You can request support through one of the following channels:

We do not provide phone support at the moment

Support Includes

Support for our products includes:

  • Answering questions about functionality of our products.
  • Answering sales-related requests.
  • Help with issues occurred during installation, update or upgrade of our products.
  • Investigation of submitted tickets related to our products.
  • Provision of ways for issue resolution and configuration changes if applicable.


Support Does NOT Include

Support for our products does NOT include:

  • Support related to products developed by other companies.
  • Support for issues related to any Atlassian product if the issue was not caused by our product.
  • Support for versions of Atlassian products that are no longer supported by our products.
  • Training.
  • Phone support