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Service Level Agreement

Service Level Agreement

Owned by Sofie Rosinska
Mar 20, 2025
1 min read

When creating a support request on Visionade app, we will respond no more than 24 business hours from the time of your request. 

Our intention is to help you faster, but as we are a small company we appreciate your patience.

Visionade Team will make reasonable efforts to perform the Support in accordance with the SLA but will not be responsible for delays caused by the Client or for reasons beyond the VIsionade Team's control.

Business Hours and Response Time

Visionade Team's business hours are Monday - Friday, 9AM-5PM CET. Visionade Team is part of Exalate company, and our company is closed on major Belgian holidays including:

  • New Years Day 

  • Good Friday 

  • Easter Monday 

  • International Workers' Day 

  • Ascension Day 

  • National Day of Belgium (July 21th)

  • All Saints Day (November 1st)

  • Christmas Eve 

  • Christmas Day 

  • Second Christmas Day 

  • New Year's Eve 

Support Includes

  • Help with issues during installation.

  • Help with issues during upgrades.

  • Help troubleshooting problems with Exalate apps (including Visionade app).

  • Help identifying work-arounds.

Support Does Not Include

  • Product Training.

  • Customers who do not have a valid and current license or active subscription.

  • Support related to non-Exalate apps.

  • Support for JIRA issues.

  • Support in any language other than English, French or Dutch.

  • Developing your solution - we can provide professional services to help you out.

 

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