Support Service Level Agreement

Owned by Jörg (TMP) B (TMP)
Nov 09, 2016
2 min read

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:

DateName
Dec 24 2016Heiligabend
Dec 25 20161. Weihnachtsfeiertag
Dec 26 20162. Weihnachtsfeiertag
Dec 31 2016Sylvester
Jan 01 2017Neujahr
Apr 14 2017Karfreitag
Apr 17 2017Ostermontag
May 01 2017Tag der Arbeit
May 25 2017Christi Himmelfahrt
Jun 05 2017Pfingstmontag
Jun 15 2017Fronleichnam
Aug 15 2017Mariä Himmelfahrt
Oct 03 2017Tag der Deutschen Einheit
Oct 31 2017Reformationstag
Nov 01 2017Allerheiligen
Dec 24 2017Heiligabend
Dec 25 20171. Weihnachtsfeiertag
Dec 26 20172. Weihnachtsfeiertag
Dec 31 2017Sylvester

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.