Product Support SLA

Product Support Service Level Agreement

Version: 1.3

Published: December 12th 2023

COGNITIFF aims to respond within 24 hours to new support requests and provide an update at least every 48 hours for existing support requests, although we frequently respond much faster. With clients working across many different time zones, we try to prioritize our support requests, so that we can provide the best level of support for all our customers across several continents. We take exceptional effort to provide support in accordance with our SLA but cannot be held responsible for delays caused by the Client or for reasons outside of COGNITIFF’s control.

Our Product Support SLA covers COGNITIFF add-ons exclusively and does not cover support of Atlassian software or any third-party software.

Standard Product Support Includes:

  • Help regarding purchased COGNITIFF add-ons with a valid commercial license

  • Help regarding paid COGNITIFF add-ons under evaluation

  • Help with issues during installation of COGNITIFF add-ons

  • Help with issues during COGNITIFF add-ons upgrades, except when outlined in Documentation

  • Help troubleshooting problems with COGNITIFF add-ons

  • Help identifying workarounds related to COGNITIFF add-ons

Standard Product Support Does Not Include:

  • Training for COGNITIFF add-ons and products

  • Customers who do not have a valid and current license or active subscription of COGNITIFF add-ons

  • Support related to non-COGNITIFF add-ons

  • Support related to COGNITIFF add-ons that have been retired

  • Support for Confluence, JIRA or other Atlassian applications issues

  • Support for custom scripts written by customers and used in COGNITIFF add-ons

  • Support for COGNITIFF add-ons in Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian

  • Support for COGNITIFF add-ons in the environment no longer supported by Atlassian, in particular Web Browsers and Databases versions

  • Beta or Development releases of COGNITIFF add-ons

  • Support for COGNITIFF add-ons applied to a Community, Non-profit, Developer or Open Source license of Atlassian software

  • Support for free COGNITIFF add-ons

Business Hours and Response Time

Our Support Office is based in the CTE time zone, and our core business hours are Monday — Friday, 09:00 — 18:00 CTE. Our Standard Product Support Service is closed during major holidays.

How to Log a Support Request

Support requests are logged via the contact form, available here.

In order to help us to investigate a reported problem and provide the solution as soon as possible, please provide us as much relevant information as possible, such as:

  • Add-on name and version you are using

  • Version of Confluence or other Atlassian application, you are using

  • All information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.

  • Web browser used and its version number

Enterprise Support Service Contracts

We appreciate that some clients will require support that falls outside of the Standard Product Support scope. We offer enhanced support service contracts which can be tailored to meet your specific requirements, including support for Atlassian products, all COGNITIFF products including free add-ons and third-party licenses.

Time Account

There may be times where you want a more flexible approach to support than those offered in our Standard Product Support outlined above. In these circumstances, a Time Account may be more appropriate. This is designed specifically to provide support for unplanned events, for which COGNITIFF can provide bug fixes, feature enhancements, configuration and bespoke development.

A Time Account provides you with a bank of time to use as you need, measured in hours and scheduled according to agreed terms, and usually billed on a retainer basis. We use this approach successfully with many of our clients, both large and small, giving us the agility of delivery and you the flexibility of control.

Please note that this service is not typically appropriate for significant project work, which would be quoted for on a project by project basis. If you would you like to know more about Enterprise Support for our products and Add-ons, contact us for more details.

Atlassian Community Support

Over the years a large and active Atlassian community has grown up. Generally, this community is a powerful resource for you to make use of, particularly so if you have chosen not to purchase a commercial support contract with COGNITIFF.

The primary way to interact with this community is through the Atlassian Answers Forum. It is here that you will find suggestions, help, advice and good practice.

COGNITIFF cannot be held liable for any advice given by third parties or through the Atlassian Answers Forum. For commercial contracts, please see our Enterprise Support Service Contracts section above.

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