Service Level Agreement

When creating a support request to AppsDelivered, Inc, we will respond no more than 24 business hours from the time of your request.

Our intention is to help you faster, but as we are a small company we appreciate your patience.
AppsDelivered, Inc will use reasonable efforts to perform the Support in accordance with the SLA, but will not be responsible for delays caused by the Client or for reasons beyond AppsDelivered, Inc control.

Business Hours and Response Time

AppsDelivered, Inc business hours are Monday - Friday, 9AM - 5PM PDT.

AppsDelivered, Inc is closed on major holidays including:

Date	Holiday

Date	Holiday
1 Jan	New Year's Day
7 Jan	Orthodox Christmas Day
8 Mar	Women's Day
1 May	Labor Day
9 May	Victory Day
28 Jun	Constitution Day
24 Aug	Independence Day
14 Oct	Defender's Day
25 Dec	Catholic Christmas Day

Support Includes

Help with issues during installation.
Help with issues during upgrades.
Help troubleshooting problems with Software Tank’s add-ons.
Help to identify workarounds.

Support Does Not Include

Product training.
Customers who do not have a valid and current license or active subscription.
Support related to non-AppsDelivered’s add-ons.
Support for JIRA issues.
Support in any language other than English, Russian or Ukrainian.
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