This Service Level Agreement ("SLA") governs the response and resolution times for AppsFoundry customer support for its customers ("Customer"). This SLA is an agreement between AppsFoundry and the Customer for the provision of support services.
AppsFoundry provides support to its customers on weekdays from Monday to Friday, between the hours of 9:00 AM and 5:00 PM (CET).
AppsFoundry aims to respond to all customer support requests within 16 hours of receipt during support hours. A response is defined as either a resolution to the issue or an acknowledgement of receipt of the support request.
AppsFoundry provides customer support through email and the customer support portal. The customer support portal is available to customers 24/7 and allows customers to track the status of their support requests.
AppsFoundry will provide support for issues related to the AppsFoundry application(s) subscribed to by the customer. AppsFoundry does not provide support for issues related to third-party applications or services.
The following severity levels are defined for customer support requests:
Critical: The issue renders the application unusable, and there is no workaround available.
High: The issue significantly impacts the application's performance, and there is no reasonable workaround available.
Medium: The issue affects the application's performance, but a workaround is available.
Low: The issue is minor and has a minimal impact on the application's performance.
AppsFoundry will prioritize support requests based on their severity level.
The following issues are excluded from support:
Issues related to third-party applications or services.
Issues caused by modifications to the application(s) by the customer.
Issues caused by the customer's hardware or network infrastructure.
We strive to meet the SLAs defined in this agreement and provide timely support to our customers. However, in the event that we fail to meet the response time, the customer will not be eligible for service credits. We apologize for any inconvenience caused and assure you that we will make every effort to resolve the issue as soon as possible.
By submitting a support request to AppsFoundry, the Customer agrees to the terms of this SLA. AppsFoundry reserves the right to modify this SLA at any time, and any changes will be communicated through AppsFoundry’s Atlassian Marketplace listing.