Support Service Level Agreement
- Jörg (TMP) B (TMP) (Deactivated)
This agreement covers our support scheme for SAML Single Sign On for JIRA and SAML Single Sign On for Confluence. Our goal is to provide consistent fast response time for support, clear and effective communication, and quality solutions for all our customers.
Customer Support
Customers can expect a first response to support requests within 1 business day (8 business hours).
Please request support using the Resolution service desk customer portal: http://jira.resolution.de/servicedesk/customer/portal.
Alternatively, you can open a ticket by sending an email to atlassianplugins@resolution.de
Please use English or German for requests.
The service desk customer portal is the primary communication channel. If required, we will call you back or schedule a Webex-Meeting.
Business Hours
Our business hours are : Monday - Friday, 9:00 AM - 5:00 PM CET/CEST
Support will not be provided on weekends and on these public holidays in Germany:
| Date | Name |
|---|---|
| Dec 24 2016 | Heiligabend |
| Dec 25 2016 | 1. Weihnachtsfeiertag |
| Dec 26 2016 | 2. Weihnachtsfeiertag |
| Dec 31 2016 | Sylvester |
| Jan 01 2017 | Neujahr |
| Apr 14 2017 | Karfreitag |
| Apr 17 2017 | Ostermontag |
| May 01 2017 | Tag der Arbeit |
| May 25 2017 | Christi Himmelfahrt |
| Jun 05 2017 | Pfingstmontag |
| Jun 15 2017 | Fronleichnam |
| Aug 15 2017 | Mariä Himmelfahrt |
| Oct 03 2017 | Tag der Deutschen Einheit |
| Oct 31 2017 | Reformationstag |
| Nov 01 2017 | Allerheiligen |
| Dec 24 2017 | Heiligabend |
| Dec 25 2017 | 1. Weihnachtsfeiertag |
| Dec 26 2017 | 2. Weihnachtsfeiertag |
| Dec 31 2017 | Sylvester |
With prearrangement, we may offer support that is outside our business hours. However, this cannot be guaranteed.
Bug Report and Feature Request
We cannot offer specific response time for Bug Reports and Feature Requests, but they are reviewed regularly for consideration to be included in a future release. Bug fixes and new features are made in the next released version of the software based on demand and capability. In many cases, a Pre-Release is available containing fixes and improvements to provide more timely response to requests and as an opportunity for customer feedback. Pre-Releases can be used at first as a substitute for the finished release, but still could contain errors. So please use them with caution and contact the above customer support if necessary.