Service Level Agreement

We are here if you need support for our apps. We'll do our best to help you get started, answer any questions, look into feature requests, and more. In this document you'll find information on our availability, response times and how to get support.

1. Support hours

Our support hours are from Monday to Friday: 09:00 - 17:00 (CET/CEST).

2. Where to get support

You can request support by opening an issue in our Support portal.

The support portal is the only way for us to guarantee this SLA. We can only handle support requests in the English language.

3. Response time

We strive to respond to your support request within 16 hours, during our support hours.

4. Holidays

Our support is not available on official Dutch holidays. You can find a list of public holidays on the goverment website.

5. Scope

This SLA is only applicable to customers with a valid license for one of the monday.com apps we developed:

• Integration for Bitbucket®

• GitLab integration

• Tracket