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Service Level Agreement (SLA)

General

After creating a support request, we strive to handle it within 48 hours. Keep in mind, that we take time for each inquiry, in order to handle a customer-oriented, high valuable, and targeted solution. Therefore, we appreciate your patience, especially if your inquiry is urgent. Please consider that we can provide this service only for our Apps. We help everyone who has questions about our Apps – But we only support those who have purchased our Apps in the full scope of this SLA. Almarise 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 Almarise control.

Business Hours


We are working in Poland, please notice the time difference.
Our business hours are Monday – Friday 09:00 – 17:00 (CET). Almarise is closed on major Polish holidays.

Standard App Support Service Inclusions

  • Support regarding purchased Almarise Apps with a valid commercial or evaluation license

  • Support with issues during installation of Almarise Apps

  • Support with issues during Almarise Apps upgrades, except when outlined in the documentation

  • Support troubleshooting problems with Almarise Apps

  • Support identifying workarounds in relation to Almarise Apps

Standard App 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 to non-Almarise Apps

  • 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 Almarise Apps

  • 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 customization in this area. Feel free to contact us to discuss your needs – simply via creating a support request.

Support Channels

Create a support / feature request
Documentation


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