Service Level Agreement - Support
Service Level Agreement - Support
Effective starting: February 20, 2025
Business Hours
Business Hours
Our business hours are Monday – Friday, 9 AM – 5 PM CET. We are closed on German (Hessian) holidays.
Response Times
Response Times
When you make a support request to us, we try to respond no more than 2 business days from the time of your request.
Support Channels
Support Channels
Our support system can be found here: Help Center
Included Services
Included Services
Our support includes the following:
Excluded Services
Excluded Services
Our support does not include help:
- with product training,
- for non-valid and non-current license or unactive subscription,
- with non-evolu software GmbH apps,
- with Jira/Confluence issues,
- with Jira/Confluence versions that are no longer supported by the evolu software GmbH apps,
- with client configurations that are not supported by the Confluence/Jira versions that the app is installed on,
- with monday.com issues,
- with beta or development releases,
- in any language other than English or German.