Service Level Agreement (SLA)

We value our customers. We love building software as well as solving problems our customers face. As such, we are always happy to help whenever needed.

Support Channels

You can submit a request through our support systems:

• Via email → support@bitwelt.atlassian.net

• By requesting support via our Service Desk.

Response Time

We aim to respond to your queries as a soon as possible. That usually means within few hours. Sometimes it might take little longer and you should expect response by 2-4 business days.

Business Hours

Our business hours are Monday – Friday, 9:00 – 17:00 CET/CEST. Bitwelt Software is closed on major German Holidays.

Support includes:

• Installation and licensing of our products

• troubleshooting problems with our apps

• upgrading and bug fixes

Support does not include:

• product training

• non-valid and non-current license or inactive subscription

• non-Bitwelt apps

• Confluence/Jira issues

• Confluence/Jira versions that are no longer supported by the Bitwelt apps

• client configurations that are not supported by the Confluence/Jira versions

• beta or development releases.

Bug fix policy

Fixes are not back ported to previous versions due to:

• changes to an API requirement

• risk, complexity liability issues

• code change due to third party add-ons