Product SLA

Owned by Eisonesoft Atlassian Developers
Jun 23, 2022
2 min read

Eisonesoft aims to respond within 24 hours to new support requests. With clients working across many different timezones, we try to prioritise our support requests, so that we can provide the best level of support for all our customers across several continents. We take exceptional effort to provide support in accordance with our SLA, but can not be held responsible for delays caused by the Client or for reasons outside of Eisonesoft's control.

Our Product Support SLA covers Eisonesoft add-ons exclusively and does not cover support of Atlassian software or any third party software.

Standard Product Support Includes:

  • Help regarding purchased Eisonesof tadd-ons with a valid commercial license

  • Help regarding paid Eisonesoft add-ons under evaluation

  • Help with issues during installation of Eisonesoft add-ons

  • Help with issues during Eisonesoftadd-ons upgrades, except when outlined in Documentation

  • Help troubleshooting problems with Eisonesoft add-ons

  • Help identifying workarounds related to Eisonesoft add-ons

Standard Product Support Does Not Include:

  • Training for Eisonesoft add-ons and products

  • Customers who do not have a valid and current license or active subscription of Eisonesoft add-ons

  • Support related to non-Eisonesoft add-ons

  • Support related to Eisonesoft add-ons that have been retired

  • Support for Confluence, JIRA or other Atlassian applications issues

  • Support for custom scripts written by customers and used in Eisonesoft add-ons

  • Support for Eisonesoft add-ons in Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian

  • Support for Eisonesoft add-ons in the environment no longer supported by Atlassian, in particular Web Browsers and Databases versions

  • Beta or Development releases of Eisonesoft add-ons

  • Support for Eisonesoft add-ons applied to a Community, Non-profit, Developer or Open Source license of Atlassian software

  • Support for free Eisonesoft add-ons

Business Hours and Response Time

Monday — Friday, 09:00 — 17:00 Spain time. Our Standard Product Support Service is closed during major Spain holidays.

How to Log a Support Request

Support requests are logged via the contact form, available in https://eissoftware.atlassian.net/servicedesk/customer/portal/1

In order to help us to investigate a reported problem and provide the solution as soon as possible, please provide us as much relevant information as possible, such as:

  • Add-on name and version you are using

  • Version of Confluence or other Atlassian application, you are using

  • All information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.

  • Web browser used and its version number