Service level agreement Tronikel will respond within 24 hours to new support and maintenance requests and provide an update at least every 72 hours for existing requests. We make effort to respond in accordance with our SLA. However, some delays remain outside of our control Our SLA covers T Risk Register cloud app exclusively and does not cover support or maintenance of Atlassian software or any third party software. We require customers to have a valid SEN (Support Entitlement Number) in order to receive support Standard Product Support and/or Maintenance Include: Help regarding purchased Tronikel cloud app with a valid commercial license Help troubleshooting problems with Tronikel cloud apps Help identifying workarounds related to Tronikel cloud apps Standard Product Support and/or Maintenance does not Include: Training for Tronikel cloud apps Support for illegally installed Tronikel cloud apps Support related to Tronikel retired cloud apps Support related to non-Tronikel cloud apps Support for Jira or other Atlassian application issues Support for Tronikel cloud 'apps in unsupported versions of Atlassian applications Our support hours are from Monday to Friday: 09:00 - 17:00 (EEST) Our support is not available on official Lithuanian holidays. Main support channel Support portal Phone contact +370-621-86695 How to log support and/or maintenance request We recommend to send all requests here via TRONIKEL SUPPORT PORTAL