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, 10 AM - 6 PM U.S. Eastern Time.

We are closed on major US holidays.

SUPPORT COVERAGE

Help with installation and upgrade issues related to our add-ons
Help in troubleshooting issues with our add-ons.
Help in determining work-arounds.

SUPPORT LIMITATION

Product training.
Customers without a valid license (server) or active subscription (cloud).
Help on non Top Shelf Solutions' add-ons.
Support of any language other than English or German.