Service Level Agreement

The following SLA applies to all commercial and academic license users with our current support channels.

When creating a support request, the first response will not exceed 24 business hours from the request time for Commercial App users and 48 business hours for free app users.
Our willingness in delivering an amazing Customer experience by responding to your request as fast as possible, however, we are a human-sized startup growing at a fast pace so we appreciate your patience.

Business Hours

Monday – Friday

PST

Pacific Standard Time

ECT

European Central Time GMT+1:00

EST

Eastern Standard Time GMT-5:00

12AM – 9AM 9AM – 6PM3AM-12PM

We also enjoy some holidays including:

  • Easter Monday (April 22nd)
  • International Workers’ Day (May 1st)
  • Victory Day (May 8th)
  • Ascension Day (May 30th)
  • All Saints Day (November 2nd)
  • Christmas Eve (December 24th)
  • Christmas Day (December 25th)
  • Second Christmas Day (December 26th)
  • New Year’s Eve (December 31st)

Customer Support’s scope

Customer Support Includes:

  • Resolving issues during installation.
  • Resolving issues during upgrades.
  • Troubleshooting problems with Creativas apps
  • Creative Problem solving to address your user’s needs.

Our Customer Success Channel

The following support channel follows our SLA Response Time policies:

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