🧰 ITVDesk SLA & Support Policy
Last updated: October 2025
1. Overview
ITVDesk is developed and maintained by IT – Obrt za informatičke i Internet usluge, focused on providing stable, secure, and reliable software for all users. This Service Level Agreement (SLA) defines the standard level of support and maintenance for licensed ITVDesk customers.
2. Support Channels
Customers can contact technical support via:
📧 Ova e-mail adresa je zaštićena od spambota. Potrebno je omogućiti JavaScript da je vidite.
Support is available during regular business hours:
🕘 Monday – Friday, 09:00 – 17:00 (CET)
Requests received outside these hours are handled the next business day.
3. Response and Resolution Times
ITVDesk provides support and bug fixing according to issue severity.
| Priority | Description | Response Time | Estimated Resolution |
|---|---|---|---|
| Critical | Software not working or blocking main operation | ≤ 24 hours | 3–5 business days |
| High | Major issue but partial functionality remains | ≤ 48 hours | 5–7 business days |
| Normal | Minor issue or bug, no major impact | ≤ 72 hours | Fixed in next update |
| Low | Cosmetic issue or feature suggestion | ≤ 5 business days | Future release |
Response time means when we confirm receipt and start investigation.
Resolution time depends on issue complexity and update schedule.
4. Updates and Maintenance
All active licenses include free access to software updates, security patches, and bug fixes. Older versions (over 24 months) may not receive new updates.
5. Customer Responsibilities
- Use the latest stable version of ITVDesk.
- Provide clear description, logs, or screenshots when reporting problems.
- Maintain a valid license and legal use of the product.
6. Limitations
- Third-party hardware, network, or OS issues.
- Custom integrations or modifications by the user.
- Downtime caused by external hosting or cloud providers.
7. Contact
For all technical issues or product questions, please contact:
📧 Ova e-mail adresa je zaštićena od spambota. Potrebno je omogućiti JavaScript da je vidite.
🌐 www.itvdesk.eu
Summary:
ITVDesk provides direct email-based support with response within 1–3 business days, and issue resolution typically within 3–7 business days, depending on severity. This SLA ensures fair expectations and transparent communication for all customers.