call +91-120-3613800 mail info@xsinfosol.com
support_agent Enterprise Support Ecosystem

Built on Direct Accountability.

When you have an issue with an XS Infosol product, you reach the team that built it — not an outsourced support center reading from a script.

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Client Portal

Fastest for non-critical issues. Submit and track tickets, access full documentation, and download product updates 24/7.

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Critical Line

For P1 (production-down) and P2 incidents. Direct escalation to our 24/7 on-call engineering staff in India.

+91-120-3613800 call
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Technical Mail

General technical questions, feature requests, and non-urgent queries. Average response time under 4 hours.

support@xsinfosol.com send
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Account Manager

Dedicated primary point of contact for enterprise tier customers. Strategic guidance and roadmap acceleration.

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Our SLA Framework

Guaranteed response and resolution targets for all priority levels.

Priority Definition Response Time Resolution Target
P1 — Critical Production system down 30 minutes 4 hours
P2 — High Major feature degraded 2 hours 8 hours
P3 — Medium Minor feature issue 4 hours 2 business days
P4 — Low General query / enhancement 8 hours 5 business days

Support Philosophy

XS Infosol provides 24/7 on-call support for P1 (production-down) critical incidents. Business hours support covers P2–P4 tickets. Enterprise customers with active support agreements receive guaranteed response time SLAs for all priority levels, ensuring business continuity across global time zones.
Yes. The XS Infosol Client Portal includes a comprehensive product knowledge base with installation guides, architectural configuration documentation, detailed FAQs, and video tutorials for all platform products. Access is restricted to registered clients and implementation partners to maintain environment security.
Every support request is analyzed by an implementation engineer based on its impact on your infrastructure operations. Production-down events are automatically prioritized for immediate escalation, while roadmap or configuration queries follow standard P3/P4 timelines to ensure critical resources stay focused on uptime.
edit_note Direct Triage

Submit a Support Ticket

Provide details about your environment and the specific challenge you're facing. Our engineering team reviews all tickets within the hour.

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Email Assistance

support@xsinfosol.com
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Phone Support

+91-120-3613800
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Hours of Operation

24/7 Critical Response (P1/P2)
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