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What we support
We support all Atlassian products. Support of add-ons and integration with external applications available only on SLA 3 and 4.
Type of
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incidents
- critical issue (critical issue occurring on production system preventing business operations)
- significant issue (major issue occurring on production system severely impacting business)
- functional issue (consulting on applications fuctions)
...
Channels
remote connection (RDP-connection / TeamViewer / GotoMeeting)
...
Response time is an automatically measured time interval during which our specialist responds on support ticket. Response time is measuring through whole existence of an incident. That allows customer to know time of answer from our specialist at any time. In case of violation of response time system fixes it automatically
Support Response SLA’s
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<style>
.table tbody tr:hover { background-color: whitesmoke; }
</style>
<div class="table">
<table class="aui">
<thead>
<tr>
<td><b>Support Level</b></th>
<td><b>Response time</b></th>
<td><b>Connectivity options</b></th>
<td><b>Price</b></th>
<td><b>Description</b></th>
</tr>
</thead>
<tbody>
<tr>
<td><b>SLA-1 Free</b></td>
<td>16 hours</td>
<td><div align="center"><img border="0" src="http://www.teamlead.ru/download/attachments/85854345/Globe-48.png?api=v2" title="Support tickets system"></div></td>
<td>Free</td>
<td>Product Consulting</td>
</tr>
<tr>
<td><b>SLA-2 Customer</b></td>
<td>8 hours</td>
<td><div align="center"><img border="0" src="http://www.teamlead.ru/download/attachments/85854345/Globe-48.png?api=v2" title="СSupport tickets system"></div></td>
<td>Free with valid product
<br>maintenance
</td>
<td>Product Consulting
</td>
</tr>
<tr>
<td><b>SLA-3 Abonement</b></td>
<td>2 hours</td>
<td><div align="center"><img border="0" src="http://www.teamlead.ru/download/attachments/85854345/Globe-48.png?api=v2" title="СSupport tickets system"> <img border="0" src="http://www.teamlead.ru/download/attachments/85854345/Computer-Desktop-48.png?api=v2" title="Remote connection"></div></td>
<td>20,000 rub/month
<br>(10 hours)</td>
<td> Subscription for:
<br>- consulting and user support;
<br>- audit and optimization;
<br>- application updates.
</td>
</tr>
<tr>
<td><b>SLA-4 Hoster</b></td>
<td>1 hour</td>
<td><div align="center"><img border="0" src="http://www.teamlead.ru/download/attachments/85854345/Globe-48.png?api=v2" title="Support tickets system"> <img border="0" src="http://www.teamlead.ru/download/attachments/85854345/Computer-Desktop-48.png?api=v2" title="Remote connection "> <img border="0" src="http://www.teamlead.ru/download/attachments/85854345/Contact-48.png?api=v2" title="Phone/Skype"></div></td>
<td>Free</td>
<td> Free support of our
<br>hosters</td>
</tr>
</tbody>
</table>
</div> |
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Worktime
Time of work – 10.00 -18.00 MSK business days
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