# Service Level Agreement

## Response times <a href="#response-times" id="response-times"></a>

When you request support for Admin Automation we will respond on business days within 24 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 <a href="#business-hours" id="business-hours"></a>

Our business hours are Monday to Friday from 9:00h to 17:00h (5:00pm) in the [AET timezone](https://www.timeanddate.com/time/zones/aet) . We are closed on [major holidays](https://www.nsw.gov.au/living-in-nsw/public-holidays) in New South Wales, Australia.

## Support channels <a href="#support-channels" id="support-channels"></a>

You may request support via the following channels.

* [Smol Software help desk](https://smolsoftware.atlassian.net/servicedesk/customer/portals)
* [Atlassian Community](https://community.atlassian.com/) Requests made through open forums such as the Atlassian Community are monitored and responded to only on a best-effort basis

## Support includes <a href="#support-includes" id="support-includes"></a>

* Help installing and configuring Admin Automation
* Help troubleshooting problems with Admin Automation
* Help identifying workarounds
* Support is provided in English

## Support does not include <a href="#support-does-not-include" id="support-does-not-include"></a>

* Phone support
* Product training
* Support to customers who don’t hold a valid and current licence or active subscription
* Support related to apps other than Admin Automation
* Support for Jira or admin.atlassian.com problems or help with configuring admin.atlassian.com in a way that’s unrelated to the use of Admin Automation
* Support in any language other than English
* Support to customers on a free plan will be limited to a reasonable amount and frequency