Service Level Agreement (SLA)

Owned by Derek Batting
Last updated: Dec 20, 2023
2 min read

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 U.S. Holiday Calendar

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)

2024 U.S. Holiday Calendar

Mon, Jan 1 New Year's Day
Mon, Jan 15 Martin Luther King, Jr. Birthday
Mon, Feb 19 Presidents’ Day
Mon, May 27 Memorial Day
Wed, Jun 19 Juneteenth National Independence Day
Thu, Jul 4 Independence Day
Mon, Sep 2 Labor Day
Mon, Oct 14 Columbus Day / Indigenous Peoples' Day
Mon, Nov 11 Veterans Day
Thu, Nov 28 Thanksgiving Day
Tue, Dec 24 Christmas Eve - Regional Holiday (open with limited staff)
Wed, Dec 25 Christmas Day
Tue, 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