Service level agreement

Our passion is to craft beautiful software that really helps you get your job done. Our customers are important to us and our goal is that you are happy with our products and all interactions with us.

Response times

When you request support from Move Work Forward, we will respond on business days within 24 hours from the time of your request. We will do our best to get back to you much sooner, but we are a small company, so we appreciate your patience.

Business hours

Our business hours are Monday to Friday from 9:00h to 17:00h (5:00pm) in the CET timezone. We are closed on major holidays in Andorra.

Support channels

You may request support via the following channels.
Move Work Forward support desk

Support includes

Help installing and configuring Apps of Move Work Forward.
Help troubleshooting problems with Apps of Move Work Forward.
Help identifying workarounds.
As a backup, we can make a video consultation to speed up the resolution.

Support does not include

Phone support.
Product training.
Support to customers who don't hold a valid and current licence or active subscription.
Support related to apps other than Apps of Move Work Forward.
Support for Jira problems or help with configuring Host Apps (like Jira) in a way that's unrelated to the use of Apps of Move Work Forward.
Support for Jira Data Center and Server versions that are no longer supported by Atlassian or Apps of Move Work Forward.
Support in any language other than English. Spanish, Ukrainian or Russian could be used as a backup.