# 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.upsmith.app/legal/service-level-agreement.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.