Service Level Agreement
The level of service you can expect from us
Customers are the most important priority for everyone at ToolsPlus. Our goal is that all our customers are completely satisfied with our products and all interactions with our team.
Response times
When you request support with an ToolsPlus product we will respond within 3 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, but we are a small company, so we appreciate your patience.
Business hours
Our business hours are Monday through Friday from 9am to 6pm 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
What we can help you with
- Help with installation.
- Help troubleshooting problems with ToolsPlus apps.
- Help identifying work-arounds.
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 modified 1yr ago