SERVICE LEVEL AGREEMENT
Service level agreement for paid apps
Semantiker GmbH offers the folowing service for the paid apps available in the atlassian marketplaces:
Enquiries will be handled within 24 hours. All services fulfilled in accordance with our 'best effort' policy.
Monday - Friday, 9am – 5pm (CET). Except the public holidays.
Our support services include:
- Installation support
- Upgrade support
- Troubleshooting of bitvoodoo ag apps
- Help with workarounds
The following services are not included in our support programme and are therefore invoiced separately:
- Product training
- Support for clients not in possession of a valid product licence or user contract
- Support for clients with apps not supplied by Semantiker GmbH
- Support for clients experiencing problems with Confluence
- Help with Confluence versions no longer supported by Semantiker GmbH apps
- Help with Confluence configurations created by the client himself and not supported by current versions of Confluence.
- Enquiries concerning Beta releases or products still in the development phase.
- Language support for clients requiring help in languages other than German and English