Service Level Agreement Last updated September 8th, 2022

We aim to offer timely assistance by responding to your support request within 24 business hours from the time of your request. Available support options include phone and video chat with screen-sharing ability. Visit our app support page.

Loveless Labs will apply a reasonable effort to provide assistance per this Service Level Agreement (SLA). We will not be responsible for delays caused by the customer or events beyond Loveless Labs’ control.

Support Coverage

We will provide:

  • Assistance with:
    • installation issues
    • upgrade issues
    • troubleshooting issues with the use of our apps
  • Help with determining workarounds.
  • Phone and video chat with screen-sharing ability.

Exceptions and Limitations

This SLA is written in good faith. Loveless Labs will do everything reasonably possible to rectify customer issues promptly. However, there are exclusions. This SLA does not apply to:

  • Product training
  • Customers without a valid and current license or active subscription
  • Assistance with:
    • Applications developed by companies other than Loveless Labs
    • Issues with Third Party Services used in conjunction with our applications
    • Third-Party Applications or Services not supported by Loveless Labs’ applications
    • Customer configurations that Loveless Labs may deem unsupported
  • Beta or development releases
  • Support of any language other than English

Customer Responsibilities

Atlassian integrations: Loveless Labs’ support policy is consistent with Atlassian’s End of life policy (EOL) for self-managed applications. Atlassian supports feature versions for two years after release. Loveless Labs’ products for self-managed Atlassian products are supported for at least two years. We help with older versions when it is technically possible. See official version compatibility on our Atlassian Marketplace listing pages.

Service and Support Availability

Loveless Labs’ business hours are Mondays through Fridays, 9 AM-5 PM U.S. Eastern Time. Loveless Labs is closed on major holidays.

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