Published: September 1, 2020
We aim to respond within 24 hours to new support requests and provide an update at least every 72 hours for existing support requests, in most cases we respond much faster. Considering the specifics that our customers operate worldwide we try to prioritize our support requests, so that we can provide the best level of support for all our customers across several continents. We do our best to provide support in accordance with our SLA, but heavily rely on our Clients and how soon they reply to us.
Our Product Support SLA covers only our apps and does not cover support of Atlassian software or any third-party software.
Standard Product Support INCLUDES:
- Help regarding purchased apps with a valid commercial license
- Help regarding paid apps being under evaluation
- Help with issues during installation of our apps
- Help with issues during our app upgrades
- Help troubleshooting problems with our apps
- Help identifying workarounds related to our apps
Standard Product Support Does NOT INCLUDE:
- Training for our apps
- Help regarding purchased apps with an expired commercial license
- Support related to other apps that we do not develop
- Support for Confluence, JIRA or other Atlassian applications issues
- Support for custom scripts written by customers and used in our apps
- Support for our apps in Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian
- Support for our apps in the environment no longer supported by Atlassian, in particular Web Browsers and Databases versions
- Support for our apps applied to a Community, Non-profit, Developer or Open Source license of Atlassian software
- Support for our free apps