How the bug report mechanism works in JotForm?

- Support and response time for issues. Is there a commitment or SLA to responde to urgent issues if they arise?

Please find our terms of use at the following URL: https://www.jotform.com/help/8-Terms-of-Use 

If a bug has found in the system, supporters test and report that bug to the software developers. We cannot give any ETA or time frame for solving any problems. It depends on our software developer's work who assigned that error.

Supporters and support managers assign threads giving them priorities. For example, if a bug has been prioritized as urgent, the assigned software developer has to solve that problem as fast as he/she can. Still, we cannot give the developer any time frame regarding solving or responding also in urgent issues.