Service Level Agreement

Last updated last month

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 24 business hours from the time of your request. We will do our best to get back to you much 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

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 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 apps.

  • Support in any language other than English or German.

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