Service Level Agreement - Support
Service Level Agreement - Support
Effective starting: March 29, 2019
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 24 business hours 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 beta or development releases,
- in any language other than English or German.