We at 55 Degrees know  that that every once in a while, systems will go bump in the night. When they do, it is our job as an app-on vendor to provide you with the proper support to get your app, and thus your Atlassian product, running smoothly once more. This SLA is an information of intent document is a non-binding declaration of our intent to assist our customers 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://lagomsolutions.atlassian.net or support@55degrees.se .

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Classification

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Criteria for Classification

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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

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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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55 Degrees AB Responsibilities

• 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

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our general Product Agreement for more information.

All support requests should be created through our support portal at https://support.55degrees.se. This support portal is powered by Atlassian's Jira Service Management Tool, and you will be required to register as a customer.

Support Hours and Holidays

Our support team is located in Sweden. Our business hours are Monday through Friday from 9 A.M. to 5 P.M. Central European Time.

Please take note that our offices are closed on the following Swedish holidays:

Service Level Expectations for Time to First Response

This section communicates our current Service Level Expectations (SLEs) for time to first response. These are expectations, which means that though we make every effort to achieve them, factors beyond our control may block us from doing so. 

Level 1

• Criteria for Classification: Request is an outage or problem causing the product not to be usable at all by the customer. Any security-related incidents are treated as Level 1.

• Time to first response: Within 2 hours of receipt of request during business hours. Requests received outside of business hours will be treated as if they were received at 9 A.M. on the next business day.

Level 2

• Criteria for Classification: Request is a Problem Report or Question

• Time to first response: within 24 hours of request or 10 A.M. CET the next business day, whichever is later.

Level 3

• Criteria for Classification: Anything that is not classified as Level 1 or Level 2

• Time to first response: As available​

Customer Support Includes:

• Help with troubleshooting problems with 55 Degrees' apps

• Help with identifying workarounds

• Help with issues during installation (where installation is required)

• Help with issues during upgrades (where upgrades are required)

• Guidance around implementation and configuration of our apps.

• Help with the purchasing process for our Azure and SaaS apps (all purchasing issues for apps sold in the Atlassian marketplace should be handled with Atlassian support)

Customer Support Does Not Include:

• Assistance for customers without a valid maintenance agreement, subscription, or evaluation/trial license.

• Assistance solving issues within the host application (Jira or Azure DevOps) for our embedded apps.

• Assistance for customers using unsupported versions of Jira and Azure DevOps, including beta releases, development releases, or release candidates of host apps.

• Applications that are no longer supported because they are classified as end-of-life (see https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html for more information)

  • Jira Server has been marked as end-of-life by Atlassian. If a support case requires support from Atlassian or is an issue with Jira and they are no longer offering support, our capability will be limited. Please see the support timelines provided by Atlassian at https://www.atlassian.com/migration/faqs#general  under the heading "Will server still receive enhancements or bug fixes?"

• Support with Databases or 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-

• Resolving performance issues caused by host application configuration that is not aligned with generally accepted best practices. (We will assist in identifying the cause. However, it is the responsibility of the customer to resolve the root cause.) 

• Assistance with third-party application integrations or third-party plugins not distributed or sold by 55 Degrees.

• Product Training or Onboarding

• Subject Matter coaching, consultation, or training in topics related to our applications (e.g., statistics, metrics, lean, agile, etc.)

• Support in languages other than Swedish, French, or English.

Responsibilities of each party

Customer

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• Maintaining their host applications and keeping the product versions up-to-date (Jira, Azure DevOps) and configured in line with generally accepted best practices.

• Installing 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

  when installing into unsupported versions of Atlassian product instances.

   

• Customers are responsible for testing

  Testing any new installation or

  new

  version of the 55

  Degrees add

  Degrees add-on in a non-production environment

  before

  PRIOR TO applying it to a production environment. Any data loss is the responsibility of the customer.

• Customers are responsible for communicating

  Communicating issues to 55

  Degrees through

  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

• Provide any information regarding workarounds that may be beneficial while the bug is being investigated and fixed when available.

• At our sole discretion, provide you with a patched version of the add-on in case of a Level 1 or 2 issues for your on-prem instances. This patch may be delivered outside of marketplace download mechanisms.

• Publicly release updates resolving issues in the next maintenance release. Maintenance release schedules are not predetermined and are cut on an as-needed fashion.

• Schedule Level 2 issues/requests according to priority. Priority decisions are made by 55 Degrees employees based on a number of factors that are subject to change.​