Documentation
  • Atlassian Cloud
    • Salesforce for Confluence
      • Introduction
      • Getting Started
      • Administrator Guide
        • Configure Salesforce Connection
      • User Guide
        • Scenario: Displaying Key Account Plans
        • Salesforce Object Macro
        • Salesforce List Macro
        • Salesforce Templates
        • Template Variables
        • Confluence Blueprints
        • SOQL List Results Indexed in Confluence Search
        • Editable Table Headings
      • Security Statement
  • monday.com
    • Notion Embedder
  • Legal
    • Security Statement
    • Service Level Agreement
    • End User License Agreement (EULA)
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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 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). We are closed on major holidays in Singapore. To see our business hours in your timezone, check timeanddate.com.

Support

Please contact us at support@upsmith.app

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.

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Last updated 1 year ago