Service Level Agreement (SLA) for Apps

Owned by László Czomba
Last updated: Jul 24, 2020 by Ferenc Szabó
2 min read

Introduction

This document contains the aggreement between Take-Control (provider) and you (user) about the service and it's parameters – quality, availability, responsibilities.

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. Take-Control 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 Take-Control’s control.

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

Support channels

You can request support through one of the following channels:

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.

Business hours and response time

Take-Control’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 includes

  • Help with troubleshooting problems with Take-Control products

  • Help with issues arising out of Take-Control product upgrades

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 Take-Control 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 2020.06.01 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@take-control.hu