SUPPORT SERVICE LEVEL AGREEMENT

SUPPORT SERVICE LEVEL AGREEMENT

When creating a support request to StonikByte, we will respond no more than 24 business hours from the time of your request.
StonikByte will use reasonable efforts to perform the Support in accordance with this Software Service License Agreement (SLA), but will not be responsible for delays caused by the Client or for reasons beyond StonikByte's control.

Support Hours and Response Time

StonikByte's support hours are Monday to Friday, 2:00 PM - 10:00 PM EET (Eastern European Time). StonikByte is closed on major Romanian holidays including:
✔ Jan 1 - New Year's Day
✔ Jan 2 - Day after New Year's Day
✔ Apr 12 - Orthodox Easter Day
✔ Apr 13 - Orthodox Easter Monday
✔ May 1 - Labor Day / May Day
✔ May 31 - Orthodox Pentecost
✔ Jun 1 - Orthodox Pentecost Monday
✔ Aug 15 - St Mary's Day
✔ Nov 30 - St Andrew's Day
✔ Dec 1 - National holiday
✔ Dec 8 - Constitution Day
✔ Dec 25 - Christmas Day
✔ Dec 26 - Second day of Christmas

Support Includes

✔ Help with issues during installation.
✔ Help with issues during upgrades.
✔ Help troubleshooting problems with StonikByte's add-ons.
✔ Help identifying work-arounds.

Support Does Not Include

✔ Product Training.
✔ Customers who do not have a valid and current license or active subscription.
✔ Support related to non StonikByte add-ons.
✔ Support for JIRA issues or issues specific to other Atlassian products.
✔ Support for StonikByte's add-ons that are running on JIRA versions that are not supported by the currently installed version of the add-ons.
✔ Support for Client-Configurations that are not supported by the JIRA versions that the add-on is installed on.
✔ Support for issues encountered on browsers (or versions of these browsers) that are not supported by the currently installed version of JIRA.
✔ Support requests that StonikByte qualifies as being new feature requests, requests for change (RFCs), improvements or enhancements.
✔ Beta or Development releases.
✔ Support in any language other than English or Romanian.