Service Level Agreement (SLA)

Business Hours

  • Business hours: 9am—5pm CET (UTC+01:00), Monday through Friday.

Support for our products includes:

  • We’ll make our best effort to respond to your request within 1 business day.
  • Answering questions about product functionality and sales-related requests.
  • Investigating support cases related to our products.
  • Investigating complex cases that involves our product and Atlassian product, based on Atlassian’s support JIRA.
  • When a defect is identified, scheduling patches based on the latest version of the product. (Please note that you’ll need to have an active maintenance subscription to install a patch.)

Support for our products does not include:

  • Training.
  • Phone support, screen sharing, webinars
  • Support for issues that are not related to our products.
  • Support for non-GA versions (development builds, beta versions)
  • Investigating support cases for versions that have reached end of life.
  • Creating patches for previous versions of the product. (With the exception of critical security fixes.)

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