Warning! You are viewing the old version of site.

You will be redirected to the new site in 5 seconds

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 2 Next »



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 incident

  • 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)

Connectivity options

support tickets system

remote connection (RDP-connection / TeamViewer / GotoMeeting)

phone/skype

 

Response time

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

 
Support Level Response time Connectivity options Price Description
SLA-1 Free 16 hours
Free Consulting on Products
SLA-2 Customer 8 hours
Free with valid product
maintenance
Consulting on Products
SLA-3 Abonement 2 hours
20,000 rub/month 
(10 hours)
Subscription for:
- consulting and user support;
- audit and optimization;
- application updates.
SLA-4 Hoster 1 hour
Free Free support of our
hosters

Terms of use

Time of work – 10.00 -18.00 MSK business days

Support tickets are logged in our system 24/7.

For SLA-2 and SLA-3 contract is needed. You can leave request here.

 
 

  • No labels