When you create a support request with Exalate, we will respond within 24 business hours. Our goal is to assist you as quickly as possible based on ticket priorities.
Exalate will make reasonable efforts to meet the Service Level Agreement (SLA), but delays caused by the client or external factors beyond Exalate's control may affect response times.
Business Hours and Response Time
Exalate's business hours are Monday - Friday, 6 AM-12 AM CET (19 hours in total).
Criticality | Time for initial response | Get an update every |
P1 Application down due to issues with Exalate's infrastructure (e.g. database, network), affecting integration | 24h | 24h |
P2 Serious degradation of application performance or functionality | 24h | Weekly |
P3 Application issue that has a moderate impact on the business | 24h | None |
P4 Issue or question with limited business impact | 24h | None |
Support Includes
- Assistance with installation issues.
- Assistance with upgrade issues.
- Troubleshooting problems related to Exalate's add-ons.
- Identifying workarounds for issues.
Support Does Not Include
- Product configuration (Scripting)
- Product training
- Support for customers without a valid license or active subscription
- Support for non-Exalate add-ons
- Support for issues related to the underlying tracker (e.g., Jira, Service Desk, Salesforce)
- Support in languages other than English or Spanish
- Debugging SSL certificate problems unless the certificate scores an A or A+ rating on SSL Labs
- Custom ports for HTTPS
Important: Scripts published on this site are example implementations and may not be applicable to your specific use case.
Docker specific
What is supported?
Adherence to local network policies is solely the responsibility of the network administrator. Exalate will not be held accountable for misconfigurations or security-related incidents caused by incorrect setup or unapplied local security policies.
What is Supported vs. What is Not Supported
| Supported | Not Supported |
|---|---|
| Deployment guidance on Docker, AWS ECS/EC2, Terraform, or similar infrastructures. | Guaranteed compatibility with all custom or non-standard container setups. All solutions are best-effort. |
| Assistance with registering container URLs and updating mapper records to complete registration. | Full management of customer infrastructure (e.g., VPNs, firewalls, load balancers). |
| Troubleshooting container accessibility and credential issues. | Resolving issues caused by geolocation policies or third-party network setups. |
| Providing guidance on enabling logging and testing container responses. | Direct access to customer containers or infrastructure for debugging. |
Paid Support Disclaimer
Support related to Docker may fall under a paid service tier, such as Solution Assistance. Please consult with your account manager or sales representative to determine what is applicable to your case.
Scope of Expertise Disclaimer
While we are keen to provide assistance with your setup we are not Docker experts. The assistance we provide is strictly limited to deploying and running Exalate within a Docker environment. We do not cover:
Configuration of the Docker daemon
OS-level integration
SELinux configurations
Platform compatibility (e.g., Mac vs Linux vs Windows)
Other infrastructure complexities unrelated to Exalate
For those matters, we recommend consulting with a dedicated DevOps or Docker professional.
Professional Services
- Exalate has a network of expert partners. For assistance with advanced configuration or other professional services, please contact one of our Exalate Partners.