Support for Stale & SLA
A person replies within 2 business days, wherever you are.
Email us
How support works
- How: email support@truecrane.com, in English. Every plan, including Free, gets the same support. No phone or video calls.
- When: a person replies within 2 business days, wherever you are. Support days are Sunday to Thursday, Israel time (UTC+2; UTC+3 during Israeli summer time).
- Urgent: the app stopped working on your account, wrote wrong values or notified the wrong people, or you suspect a security or privacy problem. Put URGENT in the subject. We reply the same support day if your email arrives by 15:00 Israel time, otherwise on the next support day. To stop the app's column updates, alerts, escalations and digest on a board at once, an account admin can switch the board to Paused in Stale & SLA settings. Automations that use Stale & SLA actions are switched off in monday.com's Automations center.
- What we help with: installing and connecting, board settings, SLA targets, escalations, business hours, the app's columns, views, triggers and actions, errors, plans and refunds, and requests to see or delete your data.
- Not covered: problems with monday.com itself (contact monday.com support), designing your workflows, and custom development.
- Refunds: cancel a paid plan within 30 days of buying it for a full refund through monday.com's billing.
What to include
- The app: Stale & SLA
- Your monday.com account or workspace name
- The board and item affected, if relevant — a link helps
- What you expected to happen, and what happened instead
- A screenshot, if the issue is visual
Before you write
Check the how-to guide first — most setup questions (choosing a status column, SLA targets, escalation ladders) are answered there.