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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