Service Level Agreement

The single official support channel is email at support@climakers.com. Tickets opened through this channel are tracked, prioritized, and responded to in accordance with this SLA.

Requests sent through other channels (social media, public forums, code-hosting issue trackers, or personal email) are best-effort only and are not covered by this SLA.

Business hours are Monday to Friday, 09:00 to 18:00 Barcelona time (Europe/Madrid timezone, automatically adjusted for CET and CEST), excluding public holidays observed in the city of Barcelona, Catalonia, Spain.

Tickets received outside business hours are considered received at 09:00 Barcelona time on the next business day for the purpose of measuring the response target.

Climakers targets a first human response within 8 business hours of a support ticket being received through support@climakers.com.

A "first response" means a substantive reply from a Climakers team member acknowledging the ticket, requesting any clarifications needed, and beginning triage. It does not mean that the issue is resolved within that window.

Resolution time depends on the nature of the issue. Climakers will keep the requester informed of progress and of any expected wait, and will work in good faith to resolve covered issues as quickly as reasonably possible.

Tickets are triaged into the following severity levels at Climakers’s reasonable discretion, based on the impact described by the requester:

Critical — the Service is completely unavailable or a documented feature is fully broken for the requester with no workaround. Climakers prioritizes critical tickets above all other support work.

High — a documented feature is significantly degraded but a workaround exists, or a security-relevant question requires prompt attention.

Normal — general questions, configuration help, documentation clarifications, or minor issues that do not block usage.

Low — feature requests, suggestions, and other non-blocking input.

The 8-business-hour first-response target applies to all severity levels. Resolution effort is allocated according to severity.

The response target does not apply during incidents that are outside Climakers’s reasonable control, including but not limited to: outages of third-party platforms (Atlassian Cloud, Atlassian Forge, Lemon Squeezy, GitHub, email providers, DNS providers, hosting providers); force-majeure events (natural disasters, war, civil unrest, government action, large-scale internet outages); scheduled maintenance announced in advance; or sustained denial-of-service or other malicious activity targeting Climakers infrastructure.

The response target also does not apply to tickets that lack the information reasonably required to triage the issue (for example, no version number, no description of the observed behaviour, no steps to reproduce). Climakers may pause the response clock until the requester provides the missing information.

To enable timely support, requesters are asked to: (a) submit tickets only through support@climakers.com; (b) include the product name and version, the operating system, the steps to reproduce, the observed behaviour, and the expected behaviour; (c) provide logs or screenshots when relevant, with secrets and personal data removed; and (d) respond to follow-up questions in a reasonable time so that triage can continue.

Climakers may close tickets that remain unanswered by the requester for more than 14 calendar days after a Climakers reply requesting information. Closed tickets can be reopened on request.

Because the public Services are offered free of charge or under one-time license fees, this SLA does not include monetary service credits or refunds for missed response targets. The remedies provided by the applicable end-user license agreement and terms of use apply.

Climakers commits to investigating any missed response target in good faith and to taking reasonable steps to prevent recurrence.

Climakers may update this SLA from time to time. We will update the "Last updated" date above and, for material changes, post a notice on the Climakers public site.

Continued use of the Services after a material update constitutes acceptance of the updated SLA.

This SLA is governed by, and construed in accordance with, the laws of the Kingdom of Spain, excluding its conflict-of-laws rules. The courts of Barcelona, Catalonia, Spain have exclusive jurisdiction over any dispute arising out of or in connection with this SLA, subject to mandatory consumer-protection rights of the requester’s country of residence.

Questions about this SLA, or about a specific support ticket, can be sent to support@climakers.com.