Support Service Statement

TSRB Systems is committed to providing timely and effective support based on the severity and business impact of each reported issue. Normal support operating hours are 8:00 AM to 5:00 PM CST. Support tickets classified as Critical or High and submitted outside normal operating hours will be routed for response upon receipt.

Support tickets will be managed according to the following service levels:

• Critical: Initial response within 1 hour and targeted resolution within 4 hours

• High: Initial response within 4 hours and targeted resolution within 12 hours

• Low: Initial response within 8 hours and targeted resolution within 24 hours

• Inquiry: Initial response within 24 hours and targeted resolution within 36 hours

These service levels are intended to ensure that support issues are prioritized and addressed in line with their urgency and operational impact.

Support Issue Reporting

Support issues may be reported by emailing support@tsrb-systems-llc.odoo.com or by completing the online support form at https://www.tsrbsys.com/helpdesk/support-1. Please include as much detail as possible so the TSRB Systems support team can respond quickly and effectively.