SUPPORT SERVICE LEVEL AGREEMENT
StiltSoft company is committed to providing instant, consistent and comprehensive support to all our customers and business partners. We respond to all customers' requests within one business day from the time of request receipt. Our intention is to help you as fast as possible, but in some cases your patience would be greatly appreciated.
Business Hours and Response Time
StiltSoft's business hours are Monday - Friday, 8AM-5PM CET. Our support team locates in Gomel, Belarus. We may not be able to provide full-fledged support during weekends and Belarusian public holidays, but we are trying to follow all incoming requests and respond to urgent issues during off hours as well.
You can request support through one of the following channels:
- Submit a ticket at our HelpDesk System
- Send an email to firstname.lastname@example.org
- Ask for community help at https://answers.atlassian.com
- View documentation for add-ons at https://docs.stiltsoft.com
We do not provide phone support as of now.
Support for our products includes:
- Answering questions about functionality of our products.
- Answering sales-related requests.
- Help with issues occurred during installation, update or upgrade of our products.
- Investigation of submitted tickets related to our products.
- Provision of ways for issue resolution and configuration changes if applicable.
Support Does NOT Include
Support for our products does NOT include:
- Support related to products developed by other companies.
- Support for issues related to any Atlassian product if the issue was not caused by our product.
- Support for versions of Atlassian products that are no longer supported by our products.
- Phone support.
- Beta or Development releases.