Service Level Agreement

Support hours of operation

Mon - Fri 9:00AM - 18:00PM CEST, except on national holidays in Germany.

Support response times

We strive to initially respond to all customer requests within 1 business day. However, since we're a small team it may take us up to 3 business days in exceptional cases.

Support contact

You may contact us for support through the following channels:

In order for us to be able to help you quickly, please provide the following details in your support request:

Feature requests

If you've identified a bug, and we agree that it's a bug that we can fix (and not e.g. within the host product), we usually fix it within one week. It may take longer if it's difficult to reproduce or to fix, or if the severity is low and we're kept busy otherwise.

For other enhancements, we typically evaluate if it makes sense to support the use case and if a major part of our customers would benefit from it. We cannot guarantee to honor every feature request and may decline to support your feature request at our own discretion, although we usually end up implementing most of the feature requests that customers send us.

Contact

For any other information or comments, please contact us at support@codefortynine.com