We at 55 Degrees know that, every once in awhile, systems will go bump in the night. When they do, it is our job as an app vendor to provide you with the proper support to get your app, and thus your Atlassian product, running smoothly once more. This SLA provides information about our intentions surrounding customer support and does not engage 55 Degrees AB in any way. Please refer to the General EULA license for more information. As with any software product - it is recommended that you back up your database and test ANY new software on a non-production system prior to installing in a production system.
Support Includes
Incident Support - Identifying and troubleshooting problems in the system
Assistance with issues during installation
Assistance with issues during upgrades
Guidance around implementation and configuration of our add-ons
Support Does Not Include
Customers without a valid maintenance agreement
Customers using unsupported versions of Atlassian products
Third-party application integrations or third-party plugins not distributed or sold by 55 Degrees.
Product Training
Non-English language support
SLA for initial response to support queries
As a general rule - we at 55 Degrees are available for any questions, concerns, issues, etc through our support channel at https://55degrees.atlassian.net or support@55degrees.se.
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Classification
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Criteria for Classification
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Time to first response for issues
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Level 1
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Request is a Problem Report or Question
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Reported during business hours (9a-5p CET M-F, excluding Swedish and European Holidays)
within 24 hours
All other times
by 10am PT next business day
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Level 2
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Anything else that is not a Problem Report or a Question
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As available
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55 Degrees will provide any information regarding workarounds during the bug-fix period, if available.
55 Degrees may, at our sole discretion, provide you with a patched version of the add-on in case of a Level 1 or 2 issue. This patch may be delivered outside of the Atlassian marketplace download mechanisms.
55 Degrees will publicly release updates resolving issues in the next maintenance release. Maintenance release schedules are not predetermined and are cut on an as needed fashion.
55 Degrees will schedule Level 2 issues/requests according to priority. Priority decisions are made by 55 Degrees employees based on a number of factors which are subject to change.
Customer responsibilities
Customers are responsible for maintaining their Atlassian applications and keeping their Atlassian product versions up-to-date.
Customers are responsible for applying the correct versions of the Add-Ons for their Atlassian product instance. There is no vendor provided support for issues with our Add-Ons applied to unsupported versions of Atlassian product instances.
Customers are responsible for testing any new installation or new version of the 55 Degrees add-on in a non-production environment before applying it to a production environment. Any data loss is the responsibility of the customer.
Customers are responsible for communicating issues to 55 Degrees through our support channel as described above.
Help with unsupported issues
Databases and Application Servers
Atlassian provides integration instructions for getting their products to work on supported platforms, but we do not support configurations that differ from the procedures described in the Atlassian product documentation. We test on common platform combinations. However, we expect that you test our add-on in a development environment in order to ensure that your platform combination runs without issues. If you do encounter issues in any environment, please provide us feedback through our support channel.
Atlassian Beta Releases, Development Releases, Release candidates
55 Degrees does not offer support for milestone or beta releases nor support release candidates of Atlassian products. This page has been moved to https://www.55degrees.se/support-options