Service Level Agreement (SLA) for Apps

Updated: 2020.04.06.

When creating a support request through the available support channels, we will respond within no more than 24 business hours from the time of your initial request. Our goals are to answer the majority of requests within the same business day. Everit 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 Everit’s control.

Our Product Support SLA covers Everit’s apps exclusively and does not cover support of Atlassian software or any third party software.

Business hours and response time

Everit’s business hours are from 10 am to 6 pm CET/CEST, Monday to Friday. Our office is closed on national holidays listed on this calendar for Hungary. All requests are answered within 24 business hours, excluding national holidays.

Support channels

You can request support through one of the following channels:

• Submitting a ticket through our Service Portal
• Submitting a ticket via email at support@everit.atlassian.net
• Submitting a question through Atlassian Answers. However, in this case, you must expect a slower response time.

In case of a request for support, if it is possible, please provide us as much relevant information as possible, such as:

• The add-on name and version you are using
• The version of Atlassian application, you are using
• Steps to reproduce the issue, screenshots, etc.

Everit’s support includes:

• Help with troubleshooting problems with Everit products
• Help with issues arising out of Everit product upgrades

Everit’s support does not include:

• Phone support
• Product training or demo
• Support for customers without a valid maintenance agreement
• Support for Atlassian product configurations not related to an Everit product
• Help with programming against product API
• Support in any language other than English and Hungarian

Changes to this Service Level Agreement

This Service Level Agreement is effective as of 2018.09.26 and will remain in effect except with respect to any changes in its provisions in the future. We may update our Service Level Agreement from time to time. We will notify you of any changes by posting the new Service Level Agreement on this page.

You are advised to review this Service Level Agreement periodically for any changes. Changes to this Service Level Agreement are effective when they are posted on this page.

Contact Us

If you have any questions, please contact us via email: info@everit.biz