SLA

Service Level Agreement

After receiving a support request, 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. Will not be responsible for any delays caused by the customer or reasons beyond our control.

Our Product Support SLA covers solely our products. Bug fixes will only be applied to the latest app version.

Support Channels

In order to raise a support request, you may contact us via our Jira Service Desk.

Alternatively, you can reach us by email.

Support includes

  • Troubleshooting problems with 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

Support does not include

  • Product training

  • Non-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