# Service Level Agreement ## Response Times When you request support for UpSmith product, our commitment is to provide a response within three business days from the time you submit your request. In cases where UpSmith or Atlassian identifies a support request as critical, we will respond within 24 hours. We will do our best to get back to you sooner. ## Business Hours Our business hours are Monday through Friday from [9AM to 6PM Singapore Time (GMT/UTC +8)](https://www.timeanddate.com/worldclock/singapore). We are closed on [major holidays in Singapore](https://www.mom.gov.sg/employment-practices/public-holidays). To see our business hours in your timezone, check [timeanddate.com](https://www.timeanddate.com/worldclock/converter.html?iso=20231117T140000\&p1=tz_sgt). ## Support Please contact us at ### What we can help you with * Help with installation * Help troubleshooting problems with UpSmith apps * Help to 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-UpSmith apps * Support for Confluence/Jira issues * Support for Confluence/Jira versions that are no longer supported by Atlassian or UpSmith.