Service Level Agreement
After receiving a support request, Beecom Products our team aims to respond within 48 hours, excluding weekends and public holidays. Our support policy is to assist our customers as fast as possible. Beecom Products will Will not be responsible for any delays caused by the customer or reasons beyond our control.
Our Product Support SLA covers solely Beecom our products. Bug fixes will only be applied to the latest app version.
Business Hours
Our support team is located in Zurich, Switzerland.
Support hours are from Monday to Friday 8:00 am - 12:00 am and 1:00 pm to 5:00pm (GMT+2 Europe/Zurich).
Beecom Product support is closed during local public holidays and from December 24th to January 2nd.
A list of local public holidays is provided here... .
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Support Channels
In order to raise a support request you may contact us via one of the following channels.To provide optimal support and transparent documentation we highly recommend to raise your request via our Jira Service Desk.Service Desk: https://beecom-products.atlassian.net/servicedesk/customer/portals
Phone: +41 43 336 33 00
Support includes
- Troubleshooting problems with beecom our apps
- Help with issues during installation
- Help with issues during upgrades
- Information about functionality if not described in the documentation
- Investigating for configuration and/or workarounds
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Support does not include
- Product training
- Non Beecom Appfire Product support
- Support for Atlassian application issues
- Support cases for older app versions that are only compatible with Jira versions that have reached end of life
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