Service Level Agreement

The level of service you can expect from us

Response times

When you request support for a ToolsPlus product we will respond within three business days from the time of your request or within 24 hours to any support request that ToolsPlus or Atlassian identifies as critical. We will do our best to get back to you sooner.

Business hours

Our business hours are Monday through Friday from 9 am to 6 pm Malaysia Time (GMT/UTC +8). We are closed on major holidays in Kuala Lumpur, Malaysia. To see our business hours in your timezone check


Have a look at our support channels at

What we can help you with

  • Help with installation.

  • Help troubleshooting problems with ToolsPlus apps.

  • Help identify workarounds.

What's not included in our support

  • Product Training

  • Customers who do not have a valid and current license or active subscription.

  • Support related to non-ToolsPlus apps.

  • Support for Confluence/Jira issues.

  • Support for Confluence/Jira versions that are no longer supported by Atlassian or ToolsPlus.

  • Support in any language other than English or German.

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