TECNOFOR SLA STATEMENT

SERVICE LEVEL AGREEMENT FOR SUPPORT

After you posted a bug or incidence through service desk, TecnoFor will respond within 24 hours.
TecnoFor goal is to answer to the majority of requests within the same business day.
We will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond our control.
We are constantly monitoring our support channels for critical issues.

BUSINESS HOURS AND RESPONSE TIME

TecnoFor business hours are from 9 am to 6 pm GMT+2, Monday to Friday. Our office is closed on national holidays for Spain country and Barcelona city.
TecnoFor will respond to all requests within 24 hours.

SUPPORT CHANNELS

You can request support through one of the following channels:

• Submitting a ticket through our issue tracking system (registration is required)
• Sending an email to: support@jirasupport.atlassian.net

Requests made through open forums such as Atlassian Answers are monitored by our TecnoFor support team and get responses on a best-effort basis.

SUPPORT FOR OUR PLUGINS INCLUDES

• Assistance with configuring
• Guidelines and best practices
• Helping with troubleshooting problems
• Helping with issues arising after plugin upgrades
• Public Forum (registration is required) & Quick Answers

SUPPORT FOR OUR PLUGINS DOES NOT INCLUDE

• Phone support
• Product training
• Support for JIRA configurations not related to the installed plugin
• Support in any language other than English or Spanish or Catalan