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Support Service Level Agreement (SLA)
Everyone at Stiltsoft Europe OÜ ("we" or "us") is dedicated to adding value to our customers in their expertise scope. Our customers' needs are the highest priority for our team.
Our SLA goal
We aim at 99.9% of our customer's satisfaction with the Smart Spreadsheet for monday.com app functionality, performance, and team interactions.
Target Response Time
Our response time is two business days. However, our target response time is within 24 hours of a business day. That means that when you submit a support request to us, we will respond no more than one business day from the time of your request.
Business Hours
Our business hours are Monday – Friday,10:00 AM - 7:00 PM GMT+3/GMT+2 (summer/winter time). Note that we are closed on major holidays and can respond on the next business day.
Support System
We have two ways of contacting the Smart Spreadsheet for monday.com team:
- Click this link to submit a support request for any technical issues, bugs, questions, or feature requests
- Send an email at smart-spreadsheet@stiltsoft.atlassian.net
We're always glad to hear from you and guarantee that all the requests made through our forums will be responded to ASAP.
Support Offerings
Stiltsoft Support offerings include three plans: standard, advanced, and premium. When purchasing the app, you can see the support offering included in your pricing plan.
Support levels:
- Level 1 (L1): Application Down
- Level 2 (L2): Serious Degradation
- Level 3 (L3): Moderate Impact
- Level 4 (L4): Low Impact / Inquiry
| Service | Standard Support | Advanced Support | Premium Support |
|---|---|---|---|
| Support Team | Stiltsoft Support Team | Stiltsoft Support Team | Dedicated Senior Support Team |
| Technical Support Hours | 8 hours per day Mon - Fri | 12 hours per day Mon - Fri | 12 hours per day Mon - Fri |
Initial Response Time | L1: 1 business day | L1: 12 hours | L1-L4: 12 hours |
L2-L4: 2 business days | L2-L4: 1 business day | ||
| Product Demo | a one-time option on the purchase | available on demand (3 demos) | available on demand (limitless demos) |
| App training & use cases | not available | not available | available on demand |
| Video support | not available | available on demand | available on demand |
| Phone support | not available | not available | available on demand |
The free plan of our monday.com app comes without support and has access to self-help resources.
Support Use Cases
Although our Support team tries to do its best to answer your questions and assist you with any requests, mind that not all cases are covered with SLA.
Our support includes help with the following:
- the Smart Spreadsheet for monday.com app installation
- troubleshooting problems with the app performance and functionality
- identifying workarounds and bug fixing by our internal bug fixing prioritization and feasibility policy
Our support doesn't include help with the following:
- product training (although we do have a lot of information articles in our blog and strive to advise our customers whenever possible)
- troubleshooting issues for non-active licenses or inactive subscriptions,
- any other apps but for Smart Spreadsheet for monday.com
- monday.com issues and bugs
- beta or development releases
- requests submitted in languages other than English
Bug fixing policy
We perform bug fixes through our internal bug-fixing prioritization and feasibility policy. We guarantee the availability of 99.9% uptime for the app's core functionality.
Fixes are not backported to previous versions according to the risk/value matrix due to complexity, changes to an API requirement, or potential impact on other functionality.