Service Level Agreement (SLA)
- Marcel Patzschke
To be eligible for support, you must have an active maintenance subscription for Server products and an active subscription for Cloud/Data Center products. In alignment with Atlassian's support policy, we provide support for evaluation customers for up to 90 days.
This document is an information of intent and does not engage Ease Solutions Pte. Ltd. (hereafter Ease Solutions) in any way. Please refer to the general EULA 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 installation in a production system.
Support Includes
With the purchase of our apps for Atlassian products you are eligible for technical support that includes the following:
Incident Support - Identification and troubleshooting of problems in the system related to or caused by our products
Assistance with issues during installation and upgrade
End-user and admin documentation for description of functionality
Support Does Not Include
Support areas not mentioned above are out of scope and are handled on a best effort or consultation basis. This includes but is not limited to:
Customers without a valid maintenance agreement
Customers using versions of Atlassian products that have reached their end-of-life date
Customers hosting Atlassian products on servers that do not fulfil the criteria listed under Supported Platforms for the relevant product
Customers accessing Atlassian products with clients that are not supported by Atlassian
Feature Requests
Third-party application integrations or third-party plugins not distributed or sold by Ease Solutions
Product Training
Non-English language support
Support Hours and Channels
All services are provided Monday to Friday, during UTC+8 business hours (9am to 6pm) excluding public holidays in the Philippines.
Support is only provided for requests made through our service desk portal at https://support.easesolutions.com.
SLA for Incidents
The following SLAs are valid for incidents reported through our support channels. All other requests will be handled on a best effort basis.
Classification of the SLA is based on the Impact defined when opening the ticket.
If the selected impact does not match the criteria below, our service desk agents may reduce at their sole discretion.
Impact | Criteria for Classification | Time to first response for issues | |
|---|---|---|---|
Level 1 | Production application down or major malfunction affecting business and high number of staff | within 4 business hours | |
Level 2 | Serious degradation of application performance and functionality | within 1 business day | |
Level 3 | Application issue that has a moderate impact to the business | within 2 business days | |
Level 4 | Issue or question with limited business impact | within 3 business days | |
Responsibilities
Ease Solutions Responsibilities
Ease Solutions will provide any information regarding workarounds during the bug-fix period, if available.
Ease Solutions may, at our sole discretion, provide you with a patched version of the add-on in case of a Level 1 or 2 issue. This patch may be delivered outside of the Atlassian marketplace download mechanisms and may include fixes that have not completed all of our QA stages at the time of download.
Ease Solutions will publicly release updates resolving Level 1 and 2 issues in the next maintenance release after the problem has been confirmed to be resolved. Maintenance release schedules are not predetermined and are released on demand whenever applicable.
Ease Solutions will schedule Level 3 and 4 issues/requests according to priority. Priority decisions are made by the Ease Solutions product management based on a number of factors which are subject to change.
Customer Responsibilities
Customers are responsible for maintaining their Atlassian applications and keeping their Atlassian product versions up-to-date.
Customers are responsible for applying the correct versions of the Apps for their Atlassian product instance. There is no vendor provided support for issues with our Apps applied to unsupported versions of Atlassian product instances.
Customers are responsible for testing any new installation or new version of the Ease Solutions apps in a non-production environment before applying it to a production environment. Any data loss is the responsibility of the customer.
Customers are responsible for communicating issues to Ease Solutions through our support channels mentioned above.
Feature Requests
We welcome the feedback and suggestion by our customers and our product management will review each of these individually.
Unfortunately, we cannot give a guarantee if and when specific feature requests will be implemented as this is determined by a number of factors.
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 apps 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 through our support channels.
Atlassian Beta Releases, Development Releases, Release candidates
Ease Solutions does not offer support for milestone or beta releases nor support release candidates of Atlassian products.