Service Level Agreement for paid apps
Shinetech offers the following services for the paid apps available in the Atlassian Marketplace
Support Timing
Enquiries will be handled within 24 hours. All services fulfilled in accordance with our 'best effort' policy.
Opening times: Monday - Friday, 9am – 5pm (CST).
The support is closed for all legal holidays in USA.
Our support services include
Installation support
Upgrade support
Troubleshooting of Shinetech apps
Help with workarounds
Services not included
The following services are not included in our support program and are therefore invoiced separately
Product training
Support for clients not in possession of a valid product license or user contract
Support for clients with apps not supplied by Shinetech Software
Support for clients experiencing problems with Confluence
Help with Confluence versions no longer supported by Shinetech Software apps
Help with Confluence configurations created by the client themself and not supported by current versions of Confluence
Enquiries concerning beta releases or products still in the development phase
Help with problems caused by modifications to Shinetech Software apps where those modifications were made by the client themself
Language support for clients requiring help in languages other than English
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