Medeu IT: Service Level Agreement (SLA)
Service Level Agreement (SLA) for Atlassian Marketplace Apps
1. Introduction This Service Level Agreement (SLA) outlines the levels of support and commitments provided by Medeu IT for users of our Atlassian Marketplace apps.
2. Support Scope We provide support for the following:
3. Support Channels Users can reach support through:
4. Response and Resolution Times
We strive to respond and resolve issues within the following timeframes:
Common Requests - issues with applications, requests for support, general questions
Response Time: 24 business hours
Resolution Time: 7 business days
Feature requests - requests for additional features, not presented before
Response Time: 24 business hours
Resolution Time: Based on review
5. Business Hours Our support team operates from Monday to Friday, Mon-Fri 10:00 AM - 7:00 PM GMT+5. Support requests received outside business hours will be addressed on the next business day.
6. Exclusions This SLA does not cover:
7. Updates and Changes We reserve the right to modify this SLA as needed. Any significant changes will be communicated via the Marketplace listing or our support portal.
By using our apps, you agree to the terms outlined in this SLA.
1. Introduction This Service Level Agreement (SLA) outlines the levels of support and commitments provided by Medeu IT for users of our Atlassian Marketplace apps.
2. Support Scope We provide support for the following:
- Installation and configuration assistance
- Troubleshooting bugs and issues
- General guidance on app usage
- Feature requests (evaluated but not guaranteed for implementation)
3. Support Channels Users can reach support through:
- Feedback form: Medeu IT
- Email: support@m-it.kz
4. Response and Resolution Times
We strive to respond and resolve issues within the following timeframes:
Common Requests - issues with applications, requests for support, general questions
Response Time: 24 business hours
Resolution Time: 7 business days
Feature requests - requests for additional features, not presented before
Response Time: 24 business hours
Resolution Time: Based on review
5. Business Hours Our support team operates from Monday to Friday, Mon-Fri 10:00 AM - 7:00 PM GMT+5. Support requests received outside business hours will be addressed on the next business day.
6. Exclusions This SLA does not cover:
- Customization requests
- Issues caused by third-party integrations
- Incidents due to incorrect configuration by the user
- Support for Atlassian products outside our app scope
7. Updates and Changes We reserve the right to modify this SLA as needed. Any significant changes will be communicated via the Marketplace listing or our support portal.
By using our apps, you agree to the terms outlined in this SLA.
Contact
Have questions or concerns about this Services, and privacy? You can contact us by writing email to address below:
Medeu IT
Kazakhstan