Maintenance
Server licenses are perpetual and include one year of maintenance. After that, maintenance fees paid via Atlassian Marketplace apply. Data Center licenses are fixed-term and include maintenance.
Maintenance basically means access to all software upgrades and technical support at Standard Support level.
Support Levels
We provide Standard Support for all our apps marked “supported” on the Atlassian marketplace. Optionally, you can upgrade to Advanced SupportIf required, Advanced Support is available directly from us.
We strive to respond to every request within one business day, but we are usually faster. The amount of time needed to provide a work-around or fix is variable based on the nature of the issue and the information provided. However, it is our aim to help you as quickly as we can.
We do our best effort to resolve each request in the shortest time reasonably possible. We provide support in accordance with this SLA but cannot be held responsible for delays caused by incomplete problem reports, outstanding client replies, or other reasons outside of our control.
Support Levels
Standard Support
Standard Support is included with the license and maintenance fees paid via Atlassian Marketplace.
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Do you need even better support? Ask us for our Premium Support.
Support Scope
In short, the scope of our maintenance support means access to software upgrades and technical support.
We always accept suggestions and feature requests!
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We reserve the right to make reasonable essential changes to this SLA not earlier than a minimum of three months after we have informed paid license customers about it. We reserve the right to make non-essential changes (clarifications, detailing, minor modifications) at any time.
savignano software solutions
Königsallee 43
71638 Ludwigsburg
Germany
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