Last updated: November 4, 2025
This Service Level Agreement (“SLA”) describes the service commitments we provide to GA4Dataform customers. It explains how support, updates, and feature development are handled, and sets out the differences between customer tiers.
This SLA applies to all users of GA4Dataform. Certain provisions, such as SLA-backed response times and dedicated enterprise support, apply only to Custom customers with an active SLA agreement.
We aim to keep GA4Dataform compatible with both official and unofficial changes to the Google Analytics 4 (GA4) export schema. Because these changes are unpredictable, we do not guarantee a fixed update timeline. Updates are released as soon as reasonably possible.
Premium and Custom customers receive priority handling for schema-related updates. Core users rely on community support without guaranteed timelines.
Support channels depend on your plan:
Core and Community: community channels only (GitHub, Measure Slack). No guaranteed response times.
Premium: dedicated support via email (support@superformlabs.eu). No SLA-backed response times apply.
Custom: dedicated support via email (support@superformlabs.eu), with optional SLA terms if expressly agreed in writing.
First response times (acknowledgement of issue):
Premium: no guaranteed response time, but we aim to reply within 3 business days.
Custom (with SLA): guaranteed first response within 3 business days, unless otherwise specified in the agreement.
Core and Community: no guarantee.
Support coverage hours: Monday–Friday, 10:00–01:00 (next day) Central European Summer Time (CEST).
We do not commit to fixed resolution times. Resolution depends on the type, severity, and complexity of the issue.
Premium support covers all existing GA4Dataform configurations, optimization within your BigQuery environment, technical clarifications, best-practice guidance, and general implementation advice. It does not include guaranteed response times or commitments under this SLA.
Custom support may include additional scope or SLA-backed response targets if agreed in writing. It does not extend to supporting third-party or custom-built components unless explicitly covered by the contract.
Any user may report bugs through our support channels.
First response to bug reports: within 3 business days.
Bug fixes are prioritized and released as soon as reasonably possible.
Bug fix deployments are communicated via email or release notes.
We continuously develop new Premium features, which may include:
New reporting tables and models.
Improvements to performance and efficiency.
Dashboards and monitoring tools.
Premium features are exclusive to Premium and Custom customers for at least three months after release. After that period, we may choose to promote some features into the Core product.
Premium and Custom customers are invited to provide input on the Premium roadmap. We consider this feedback when prioritizing features but do not guarantee implementation of specific requests.
GA4Dataform evolves with GA4 and with our own feature development.
We do not guarantee backward compatibility with all previous versions.
In some cases, structural changes to models may require you to refresh affected tables.
When a full refresh is required, we provide guidance and instructions to ensure a smooth transition.
This SLA does not cover issues caused by:
Misuse or misconfiguration of GA4Dataform.
Third-party software or services outside our control.
Environments not officially supported by GA4Dataform.
This SLA is not a legally binding service guarantee unless otherwise agreed in a signed enterprise contract.
We may update this SLA from time to time. Updates will be posted on our website. Material changes will be communicated through normal customer communication channels.
If you have questions about this SLA or need support, please contact us at:
Email: support@superformlabs.eu
