Support Service Level Agreement for Atlassian Apps

Effective June 30th 2019

We usually respond within 24 hours. We are committed to delivering high quality support and fast resolutions. We provide a convenient, secure and privacy aware way to issue support requests via our codeclou Service Desk. Support requests with no response from customers for more than three business days will be closed automatically by the Service Desk, should the customer respond at a later time the request will be re-opened.

Business Hours

Support is granted during business hours 11am to 19pm (Central European Time) from Monday to Friday. We do not provide coverage during weekends and national german holidays.

Included into Support

  • Assistance with codeclou App installation problems.
  • Assistance with codeclou App upgrade problems.
  • Identifying and troubleshooting problems with codeclou Apps.
  • Identifying workarounds and creating bug reports and feature requests.

Excluded from Support

  • Trainings for our products.
  • Support of Atlassian software or any third party software.
  • Support for customers without valid license or active subscription.
  • Customization of our products.
  • Support for beta versions.
  • Support in any language other than english.