Service Level Agreement

Effective from: 24.Apr.2018
Last update: 25.Jan.2025
Prev. version: pdf

By purchasing DevAcrobats apps, you receive support services as outlined in this document. Our support team aims to respond within 24 hours and provide follow-up updates every 48 hours. Responses are typically faster during official business hours (please refer to our time zone).

Business hours: 08:00 – 22:00 (EEST), Monday – Sunday.

Support is available for customers of DevAcrobats apps with a valid and current license or active subscription in the following cases:

• Issues during the installation of DevAcrobats apps.

• Issues during upgrades of DevAcrobats apps.

• Troubleshooting issues with the usage of DevAcrobats apps and identifying possible workarounds.

• Issues related to the use of documented DevAcrobats apps features.

• Disaster and data recovery.

• Security vulnerability management.

Support does not include:

• Clients without a valid license.

• Training for DevAcrobats apps.

• Administration, configuration, or troubleshooting issues related to Atlassian applications (e.g., Jira, Confluence).

• Support of apps not developed by DevAcrobats.

• Known limitations and issues outlined in documentation or release notes.

• Beta or Development releases of DevAcrobats apps.

• Support of issues for Cloud Products that occur in browsers other than those officially supported by Atlassian.

• Support requests submitted in languages other than English.

• Support for free DevAcrobats apps.

• Help Desk / Tickets System

• Documentation

We adhere to the Atlassian End of Life (EOL) Policy. We support Jira versions for two years after the first major iteration of that version was released. Earlier versions have reached End of Life (EOL) and are no longer supported.