Service Level Agreement

WISOFT Support Service Level Agreement

The support for all our products is provided by company WISOFT. Software support and maintenance services is included in software License Fee.

Response Times

We will respond to your support requests within 24 business hours from the time of your request. We will do our best to get back to you sooner as well as we often check for critical support requests outside normal business hours.

Business Hours

Our business hours are Monday through Friday, 10AM – 6PM Central European Time (CET).

Support Channels

Submit a request through our Help Center or send email directly to

Support includes:

  • Help with installation and upgrades.
  • Help troubleshooting problems with our Add-ons.
  • Help identifying work-arounds.

Support does not include:

  • Product Training.
  • Customers who do not have a valid and current license or active subscription.
  • Support for problems with other applications (e.g. JIRA) that WISOFT is integrated with and not directly related to such integration.
  • Support in any language other than English or Polish.