Service Level Agreement (SLA)
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:
- 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.)