Service Level Agreement for HeyQL and useblocks Support

When creating a support request through HeyQL's issue tracker, we will respond within no more than 48 business hours from the time of your initial request.

useblocks will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond useblocks' control.

Business Hours and Response Time

useblocks' business hours are from 9am to 5 pm GMT+1, Monday through Friday. Our office is closed on national holidays listed on this calendar for Germany.

All requests are answered within 48 business hours, excluding national holidays. 

Support Channels

You can request support through one of the following channels:

• Submitting a ticket through HeyQL's issue tracking system.
• Sending an email to:  heyql@useblocks.com

Requests made through open forums such as Atlassian Answers or stackoverlfow are monitored by our support team and answered on a best-effort basis.

HeyQL’s / useblocks' Support Includes:

• Assistance with configuring HeyQL products
• Guidelines and best practices on HeyQL products
• Help with troubleshooting problems with HeyQL products
• Help with issues arising out of HeyQL product upgrades

HeyQL’s / useblocks' Support Does Not Include:

• Phone support
• Product training
• Support for JIRA configurations not related to a HeyQL product
• Help with programming against HeyQL's API
• Support in any language other than English and German