Service Level Agreement (SLA)

General

We strive to handle your request within 48 hours. AGILE ANTS does everything justifiable possible to provide support in accordance with this SLA, but can not be held responsible for delays caused by the client or for reasons beyond the control of AGILE ANTS. Your support inquiry can be submitted in English or German language.

Business hours

Our business hours are Monday through Friday 9:00h – 17:00h. Our office timezone is CET/CEST, please consider any time shift with your request.

Support eligibility

You are eligible to place a support request in the following cases:

  • You are running a licensed version of an AGILE ANTS add-on, running on a licensed version of Atlassian JIRA/Confluence
  • You are running an evaluation version of an AGILE ANTS add-on, running on a licensed version of Atlassian JIRA/Confluence

You are not eligible to place a support request in the following cases:

  • You are running a non-licensed version of Atlassian JIRA/Confluence with an AGILE ANTS add-on
  • You are running a non-production (e.g. Beta) environment of Atlassian JIRA/Confluence
  • You are running any other non-licensed version of a 3rd party add-on in parallel

Support channels

Please use one of the following channels for support inquiries:

Web: https://agileants.atlassian.net/servicedesk/customer/portal/2
Mail: atlassiantools@agile-ants.com