Service Level Agreement

Response Times

When you request support with an ASK Software product we will respond within 24 business hours from the time of your request. We will do our best to get back to you much sooner, but we are a small company, so we appreciate your patience.

Business Hours


Our business hours are Monday through Friday from 9 am to 5 pm Central European (Summer) Time. 
We are closed on major holidays. To see our business hours in your timezone check timeanddate.com.

Support Channels

Submit a product support request through our JIRA Service Desk

Support Includes

  • Help with the installation of ASK Software add-ons.
  • Help troubleshooting problems with ASK Software 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-ASK Software add-ons.
  • Support for Confluence/JIRA issues.
  • Support for Confluence/JIRA versions that are no longer supported by Atlassian or ASK Software add-ons.
  • Support in any language other than English.

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