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Service Level Agreement

Service Level Agreement

Owned by Jack Nolddor
Last updated: Aug 15, 2024
2 min read

Sweet Bananas provides consistent and responsible support to all our customers* and for the following products:

We'll make our best effort to respond to your request within no more than 1 business day.

IMPORTANT INFORMATION

* To benefit from our support, for PAID products you must own a valid license with an active maintenance subscription.

Support Channels

You can request support through one of the following channels:

We recommend posting support requests to our support portal. In addition to keeping the history of support requests for future analysis, our support portal also offers you to specify urgency level for your request, allowing us to prioritize and address critical issues first.


Schedule

9:00 am — 9:00 pm CEST, Monday through Friday

Our support team is based in Madrid, Spain (GMT+1)

We may be off hours during Spanish public holidays. (But we try to keep an eye on incoming requests and answer urgent messages during off hours as well.)

What does this support include?

Product Support INCLUDES

Product Support NOT INCLUDES

Product Support INCLUDES

Product Support NOT INCLUDES

  • Answering questions about product functionality.

  • Responding sales-related requests.

  • Investigating support cases related to our products.

  • Suggesting workarounds and configuration changes where applicable.

  • When a defect is identified, scheduling releases based on the latest version of the product.
    Please note that you'll need to have an active maintenance subscription to install new releases.

  • Collecting feedback and recording feature requests.
    Please note that we don't guarantee that a feature request will ever be implemented.

  • Training.

  • Phone support, screen sharing, webinars.

  • Help with programming. Although we'll be happy to give you pointers to the Structure API documentation.

  • Support for issues that are not related to our products.

  • Support for non-GA versions (development builds, beta versions) and for versions that have been modified by the customer.

  • Investigating support cases for versions that have reached its end.

  • Creating patches for previous versions of the product.

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