Service Level Agreement (SLA)

By purchasing our add-ons, you also receive support service – to ensure a clear understanding of the scope for our support service we define this Service Level Agreement (SLA).

General

After creating a support request, we strive to handle within 48 hours. Keep in mind, that we take time for each enquiry, in order to handle towards a customer-oriented, high valuable and targeted solution. Therefore, we appreciate your patience, especially if your enquiry is urgent. Please consider that we can provide this service only for our add-ons. We help everyone who has questions about our add-ons – But we only support those who have purchased our add-ons in full scope of this SLA. APTIS does everything justifiable possible to provide support in accordance with this SLA, but can not be held responsible for delays caused by the Client or for reasons beyond APTIS's control.

Business Hours

We are working in Germany, please notice the time difference.

Our business hours are Monday – Friday 09:00 – 17:00 (CET). APTIS is closed on major German holidays.

Standard Add-On Support Service Inclusions

Support regarding purchased APTIS add-ons with a valid commercial or evaluation license
Support with issues during installation of APTIS add-ons
Support with issues during APTIS add-ons upgrades, except when outlined in the documentation
Support troubleshooting problems with APTIS add-ons
Support identifying workarounds in relation to APTIS add-ons

Standard Add-On Support Service Exclusions

Support for clients without a valid commercial or evaluation license
Support for Jira, Confluence or other Atlassian applications
Support for unsupported environments by Atlassian
Support for custom or not supported themes
Support related for non-APTIS add-ons
Support update issues which we outlined in the documentation
Troubleshooting problems related to underlying JIRA, Confluence or other Atlassian applications
Beta or Development releases of APTIS add-ons
Product integration
Product Training
Workflow design

We are pleased to help and to make the work with our plugins as best as possible. Requests that go beyond the scope of this SLA can not be handled for free. We are experienced providers for the implementation of customisation in this area. Feel free to contact us to discuss your needs – simply via creating a support request.

Support Channels

We also respond in German – You can request support in English or in German.