What we support
We support all Atlassian products. Support of add-ons and integration with external applications available only on SLA 3 and 4.
Type of incidents
- critical issue (critical issue occurring on production system preventing business operations)
- significant issue (major issue occurring on production system severely impacting business)
- functional issue (consulting on applications fuctions)
Channels
remote connection (RDP-connection / TeamViewer / GotoMeeting)
phone/skype
Response time
Response time is an automatically measured time interval during which our specialist responds on support ticket. Response time is measuring through whole existence of an incident. That allows customer to know time of answer from our specialist at any time. In case of violation of response time system fixes it automatically
Support Response SLA’s
| Support Level | Response time | Connectivity options | Price | Description |
| SLA-1 Free | 16 hours |  |
Free | Product Consulting |
| SLA-2 Customer | 8 hours | |
Free with valid product
maintenance |
Product Consulting |
| SLA-3 Abonement | 2 hours |  |
20,000 rub/month
(10 hours) |
Subscription for:
- consulting and user support; - audit and optimization; - application updates. |
| SLA-4 Hoster | 1 hour |  |
Free | Free support of our
hosters |
Worktime
Time of work – 10.00 -18.00 MSK business days
Support tickets are logged in our system 24/7.
For SLA-2 and SLA-3 contract is needed. You can leave request here.
