Documentation
  • Overview
  • Atlassian Cloud
    • Intercom for Jira Cloud
      • Get started
      • Guides
        • Jira administrators
          • Setting up
          • Managing app features
          • Managing notifications
            • Configuring notifications on issue updates
            • Configuring notifications for specific issue transitions
          • Managing visible Intercom data fields
          • Managing the Intercom app configuration
          • Configuring the app user
          • Revoking Intercom connection
          • Reconnecting broken Intercom connection
        • Jira users
          • Managing Intercom conversation links
          • Inspecting linked Intercom conversations
          • Commenting linked Intercom conversations
          • Searching and reporting
      • Concepts
        • App workflow
      • Forge migration
      • Announcements
      • FAQ
    • Travis CI integration for Jira
      • Getting Started
      • FAQ
  • Atlassian self-hosted
    • Intercom for Jira Data Center/Server
      • Get started
      • Guides
        • Jira administrators
          • Setting up
          • Managing Jira app features
          • Managing Intercom app features
          • Managing notifications
            • Configuring notifications on issue updates
            • Configuring notifications for specific issue transitions
          • Managing visible Intercom data fields
          • Revoking Intercom connection
          • Migrating to Intercom for Jira Cloud
        • Jira users
          • Linking Intercom conversations
          • Inspecting linked Intercom conversations
          • Commenting linked Intercom conversations
          • Searching and reporting
        • Intercom teammates
          • Adding the app to Inbox
          • Creating new Jira issues
          • Linking existing Jira issues
          • Managing linked Jira issues
      • Security Statement
      • FAQ
  • Intercom
    • Jira Cloud for Intercom
      • Get started
      • Guides
        • Intercom administrator
          • Setting up
          • Managing fields on the create issue form
          • Inspecting app information
          • Managing the Intercom app configuration
          • Changing the Intercom app user
          • Restricting app access
          • Uninstalling the app
        • Intercom teammates
          • Adding the app to Inbox
          • Creating new Jira issues
          • Linking existing Jira issues
          • Managing linked Jira issues
      • Concepts
        • Jira connection
      • FAQ
      • Privacy & Terms
  • Trust
    • Our privacy program
  • Legal
    • Privacy Policy
    • Service Level Agreement
    • End User License Agreement
    • Data Processing Agreement
    • Subprocessors
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On this page
  • Response times
  • Business hours
  • Support
  • What we can help you with
  • What's not included in our support
  1. Legal

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 timeanddate.com.

Support

Have a look at our support channels at https://toolsplus.io/#support.

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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Last updated 2 years ago