Product Support Service Level Agreement (SLA)

for Enhancera add-ons for Atlassian Products
Version 1.0, June 2017

Response Time

Enhancera aims to respond to new support requests within 24 hours. We also aim to provide updates for existing requests at least every 48 hours. We do our best to respond much faster. We go above and beyond in order to provide support in accordance with our SLA, but we cannot be held responsible for delays caused by the clients or for reasons outside of our control.

Our Product Support SLA exclusively covers Enhancera add-ons and doesn't cover support of Atlassian software or any third party software.

Product Support Includes:

  • Help regarding purchased Enhancera add-ons with a valid commercial license.
  • Help regarding Enhancera add-ons under evaluation.
  • Help with issues during installation of Enhancera add-ons.
  • Help with issues during Enhancera add-ons upgrades.
  • Help troubleshooting problems with Enhancera add-ons.
  • Help identifying workarounds related to Enhancera add-ons.

Standard Product Support Doesn't Include:

  • Training for Enhancera add-ons and products.
  • Customers who do not have a valid and current license of Enhancera add-ons.
  • Support related to non-Enhancera add-ons.
  • Support for Confluence, Jira or other Atlassian applications issues.
  • Support for Enhancera add-ons in Confluence, Jira or other Atlassian product versions that are no longer supported by Atlassian.
  • Support for Enhancera add-ons in the environment no longer supported by Atlassian, in particular web browsers and databases versions.
  • Beta or development releases of Enhancera add-ons.
  • Support for Enhancera add-ons applied to a Community, Non-profit, Developer or Open Source license of Atlassian software.

Business Hours and Response Time

Our company is headquartered in Calfornia, United States, and our core business hours are Monday — Friday, 8am-6pm Pacific Time. Our product support service is closed during national US holidays.

How to File a Support Request

Support requests should be filed logged via the contact form.

In order to help us to investigate a reported problem and provide the solution as soon as possible, please provide us as much relevant information as possible, such as:

  • Add-on name and version you are using.
  • Version of Atlassian host application you are using.
  • Type and version of operating system and database server you are using.
  • All information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.
  • Web browser type and version.