Service Level Agreement
- Andy Ng.
Once a support request to EliteSoft has been created, we will make our best-effort to respond to your request within the next business day. We strive to respond to your request as fast as possible and, as a small team, we especially appreciate your patience. EliteSoft will use reasonable efforts to perform the Support in accordance with this Service Level Agreement and is not responsible for delays caused by the Client or for reasons beyond EliteSoft’s control.
Business Hours
EliteSoft’s business hours are Monday – Friday, 8AM – 5PM ICT(UTC +7). EliteSoft is closed on major Vietnamese holidays.
Support Channels
- Tickets submitted at https://elitesoftware.atlassian.net/servicedesk/customer/portals
- Emails sent to support@elitesoft.info or team@elitesoft.info
STANDARD SUPPORT INCLUDES
- Help with issues during installation
- Help troubleshooting problems
- Help identifying work-arounds
STANDARD SUPPORT EXCLUSIONS
Given the nature of some of our products, some users may need extra help beyond what we can consider standard support. Examples of items excluded:
- Product Training
- Product Integration
We will be happy to refer you to other Atlassian Partners for this kind of help.
WHERE WE CANNOT HELP YOU
- If you are using a version of Confluence or Jira version which has not been formally released or supported by our add-ons
- If you are using a version of Confluence or Jira version no longer supported by Atlassian
- If you don’t have an active subscription or maintenance license
- Troubleshooting problems related to underlying Confluence or Jira problems