Service Level Agreement (SLA)
When creating a support request to SmiteWorks USA, LLC., we will respond no more than 2 business days (48 hours) from the time of your request. Our intention is to help you faster, but as we are a small company we appreciate your patience. SmiteWorks USA, LLC. will use reasonable efforts to perform the Support in accordance with the SLA, but will not be responsible for delays caused by the Client or for reasons beyond our control.
Business Hours and Response Time
SmiteWorks USA, LLC. business hours are 9:00 AM - 8:00 PM Eastern Time, 7 days a week.
We are closed during federal and major holidays.
2023 Holiday Calendar
Mon, Jan 02 New Year's Day Observed - Federal Holiday
Mon, Jan 16 Martin Luther King Jr. Day - Federal Holiday (3rd Monday in January)
Mon, Feb 20 President's Day - Federal Holiday (3rd Monday in February)
Mon, May 29 Memorial Day - Federal Holiday (Last Monday in May)
Mon, Jun 19 Juneteenth National Independence Day - Federal Holiday (June 19th Observed)
Tues, Jul 04 Independence Day - Federal Holiday
Mon, Sep 04 Labor Day - Federal Holiday (1st Monday in September)
Mon, Oct 09 Columbus Day / US Indigenous People's Day - Federal Holiday (2nd Monday in October)
Fri, Nov 10 Veterans Day Observed - Federal Holiday
Sat, Nov 11 Veterans Day - Federal Holiday
Thur, Nov 23 Thanksgiving - Federal Holiday (4th Thursday in November)
Sun, Dec 24 Christmas Eve - Regional Holiday (open with limited staff)
Mon, Dec 25 Christmas Day - Federal Holiday
Sun, Dec 31 New Year's Eve - Regional Holiday (open with limited staff)
Support Includes
All facets of navigating our website, forums, online store, Discord server and knowledge base
Downloading, installing and running Fantasy Grounds Classic or Unity from our website or our Steam Shop
Downloading and installing modules, map packs, tile sets and other items in our store
Seeking community assistance with Community Developed 3rd-party modules, extensions and other items
Assistance with all billing and license issues, including license retrieval, subscriptions, etc.
Bug reports and issues regarding Fantasy Grounds (Classic and Unity) and all items for sale in our Store or as DLC on our Steam Shop
Account issues including account confirmation, forgotten passwords, deleting accounts, COPPA forms, etc.
Support includes, but is not necessarily limited to, everything listed above. If you have an issue or question not covered, please contact us using the Fantasy Grounds Customer Support Portal.
Support Does Not Include
Product Training - while we will do our best to answer questions about features and configurations, we recommend new users explore our vast Knowledge Base by navigating the pages listed in the left-hand column
Support for Beta, Test or Dev version of Fantasy Grounds unless specifically instructed by a support agent or developer
Support in any language other than English
Support by phone. We offer support via our Customer Support Portal, Discord server, forums, and email at support@fantasygrounds.com