# Service Level Agreement

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

When you request support for Released we will respond on business days within 24 hours from the time of your request. However, we will strive to get back to you much sooner.

### 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.

* [Released help desk](https://www.released.so/support)
* [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 Released
* Help troubleshooting problems with Released
* Help identifying workarounds
* Support is provided in English or German

### 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 Released
* Support for Jira problems or help with configuring Jira in a way that’s unrelated to the use of Released
* Support in any language other than English or German
* Support to customers on a free plan will be limited to a reasonable amount and frequency