Essential Studio SLA

Support Response Times: Both Regular and Premium Support levels guarantee a response within 24 hours. Premium Support offers additional benefits, such as weekend and holiday support on a case-by-case basis, and customer-initiated web meetings or remote debugging sessions.

Issue Resolution Timelines: For confirmed issues, both support levels aim to provide fixes within three weeks for normal issues. Complex issues are targeted for resolution in the next volume release. Premium Support may offer escalations for fixes on a case-by-case basis.

Product Lifecycle Support: Regular Support provides developer support for one year from the product release, while Premium Support extends this to three years. Support for patching previous versions is available for one year from the product release, provided major changes are not required.

For detailed information, refer to the Syncfusion Support and Product Maintenance SLA.