This SLA is an information of intent and does not engage Soyatec in anyway. Please refer to the General EULA license for more information. As with any software product - it is recommended that you back up your database and test ANY new software on a non-production system prior to installing in a production system.

Support Includes

Support Does Not Include


SLA for initial response to support queries

As a general rule - we, Soyatec, are available for any questions, concerns, issues etc through our support channel at support.jgcp@soyatec.com as well as by reporting issues to http://www.jiraproject.com/jira
All commercial Customers with a valid maintenance agreement can acquire an account of our system tracking http://www.jiraproject.com/jira per writting request by email. The request must be sent to jira@soyatec.com with a subject in the following format:"Open Account on Gantt chart Project for JIRA - <License ID from Soyatec or SEN form Atlassian Marketplace>". Any email doesn't respect this rule may be ignored.  

Classification

Criteria for Classification

Time to first response for issues

Level 1 

  • Critical blocking issues that most users cannot use JIRA correctly.

Reported during business hours (8am-6pm CET from Monday to Friday, excluding France Holidays) within 15 minutes in email or by phone.

All other times

by 9am CET next business day (but we strive for within 12 hours)

Level 2 

  • Moderate issues of add-on functionality or performance resulting in multiple users impacted in their normal functions.

Reported during business hours (8am-6pm CET from Monday to Friday, excluding France Holidays)
within 4 hours

All other times

by 10am CET next business day (but we strive for within 12 hours)

Level 3 
  • Minor loss of add-on functionality
  • Issues encountered in a non-production environment.
within 2 business days
Level 4
  • Product feature questions
  • Product modification or enhancement requests
within 3 business days

Soyatec Responsibilities

Customer responsibilities

Help with unsupported issues

Databases and Application Servers

Atlassian provides integration instructions for getting their products to work on supported platforms, but we do not support configurations that differ from the procedures described in the Atlassian product documentation. We test on common platform combinations. However, we expect that you test our add-on in a development environment in order to ensure that your platform combination runs without issues. If you do encounter issues in any environment, please provide us feedback via support.jgcp@soyatec.com or http://www.jiraproject.com/jira.

Atlassian Beta Releases, Development Releases, Release candidates

Soyatec does not offer support for milestone or beta releases nor support release candidates of Atlassian products.