Service level agreement
Our passion is to craft beautiful software that really helps you get your job done. Our customers are important to us and our goal is that you are completely happy with our products and all interactions with us.
When you request support for JXL 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.
Our business hours are Monday to Friday from 9:00h to 17:00h (5:00pm) in the AET timezone. We are closed on major holidays in New South Wales, Australia.
You may request support via the following channels.
- Help installing and configuring JXL
- Help troubleshooting problems with JXL
- Help identifying work-arounds
Support does not include
- 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 JXL
- Support for Jira problems or help with configuring Jira in a way that's unrelated to the use of JXL
- Support for Jira Data Center versions that are no longer supported by Atlassian or JXL
- Support in any language other than English or German