Service Level Agreement | Creativas

Service Level Agreement (SLA)

Our customers are the most important priority for everyone at Creativas. Our goal is that all our customers are completely satisfied with our products and any interactions with our team.

Response Times

When you make a support request to Creativas, we will respond no more than 24 business hours from the time of your request

Business Hours

Monday – Friday


Pacific Standard Time


European Central Time GMT+1:00


Eastern Standard Time GMT-5:00

12AM – 9AM9AM – 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

Our Customer Success Channel

Submit a request through our support system by clicking Create Support Request.

Alternatively, you can send an email to to create new tickets.

Support includes help with:

Link to Support includes help with:

  • installation,
  • troubleshooting problems with Creativas apps,
  • identifying work-arounds.

Support does not include help:

Link to Support does not include help: 

  • with product training, for non-valid and non-current license or inactive subscription,
  • with non-Creativas apps, 
  • with Confluence/Jira issues, 
  • with Confluence/Jira versions that are no longer supported by Creativas apps, 
  • with client configurations that are not supported by the Confluence/ Jira versions that the app is installed on, 
  • in any language other than English or French.

Bug fix policy

Link to Bug fix policy Fixes are not backported to previous versions due to

  • risk,
  • complexity,
  • changes to an API requirement,
  • code used by third party add-ons, or
  • infrastructure that we would usually reserve for a platform release.