Support Service Level Agreement (SLA)

Our customers are the most important priority at Addteq. Our goal is that all our customers are completely satisfied with our products and any interactions with our team.

RESPONSE TIMES

When you make a support request to Addteq, we will respond no more than 4 business hours from the time of your first request.

BUSINESS HOURS

Our business hours are Monday – Friday, 9AM – 6PM ET. Addteq is closed on major US Holidays.

SUPPORT CHANNELS

Submit a request through our support desk by clicking Create Support Request.

Requests made through our support desk will be responded on a best-effort basis.

SUPPORT INCLUDES:

Help with installation.
Help troubleshooting problems with Addteq add-ons.
Help in identifying work-arounds.
General questions on different functionalities of Addteq add-ons.
Feature requests.

SUPPORT DOES NOT INCLUDE:

Product Training.
Customers who do not have a valid and current license or active subscription.
Support related to any add-ons other than Addteq add-ons.
Support for general Confluence/JIRA issues unrelated to Addteq's add-ons.
Support for Confluence/JIRA versions that are no longer supported by any of the Addteq add-ons.
Beta or Development releases.
Support in any language other than English.
Unsupported customizations of JIRA and Confluence.