Our contracts include a minimum booking period of six months.
Systems & success
Our support team needs to be granted access to your Atlassian system. When counting supported instances, your production, testing and staging environments are counted individually.
Service and resolution times
First-Level-Support is available on weekdays (Mo-Fr, excluding Dec 24th and Dec 31st) between 9:00 am and 5:00 pm CET. Support is not available on bank holidays in the state of Hessen, Germany. Our service agents will reply within a working day. A resolution time is not guaranteed.
Support will be provided via email exclusively, unless you book the respective additional option.
In order to be able to react to specific requests and issues, our support teams need a certain technical contact within your company whom they will be able to contact.
What we do not offer
Within the range of our first-level support we do not offer technical support for your software. Additionally, we are not responsible for any content-related and editorial tasks within your systems. Although we will try to find a solution in most cases, we do not guarantee support for your third party apps.