Service Level Agreement

We are here if you need support for our apps. We'll do our best to help you get started, answer any questions, look into feature requests, and more. In this document you'll find information on our availability, response times and how to get support.

1. Support hours

Our support hours are from Monday to Friday: 09:00 - 17:00 (CET/CEST).

2. Where to get support

You can request support by opening an issue in our support portal: https://avisi-support.atlassian.net/servicedesk/customer/portals

The support portal is the only way for us to guarantee this SLA. We can only handle support requests in the English language.

3. Response time

We strive to respond to your support request within 16 hours, during our support hours.

4. Holidays

Our support is not available on official Dutch holidays. You can find a list of public holidays here:

https://www.government.nl/topics/working-hours/question-and-answer/public-holidays-in-the-netherlands

5. Scope

This SLA is only applicable to customers with a valid license for one of the apps on our vendor page on the Marketplace: https://marketplace.atlassian.com/vendors/16045.

We don't provide support for apps that have been archived in the Atlassian Marketplace. We don't provide support for apps that are running on Atlassian host products that are no longer support by Atlassian.