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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-on vendor to provide you with the proper support to get your app, and thus your Atlassian product, running smoothly once more. This 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 our general Product EULA 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 am to 5 pm Central European Time. Please take note that our offices are closed on the following Swedish holidays:

  • New Year’s Day - January 1st - 2022: observed on January 3rd

  • Epiphany - January 6th

  • Good Friday - April 15th, 2022

  • Easter Monday - April 18th, 2022

  • International Worker’s Day - May 1st - 2022: observed on May 2nd

  • Ascension Day - May 26-27, 2022

  • Pingstdagen - June 3, 2022

  • National Day of Sweden - June 6th

  • Midsummer’s Eve - June 24, 2022

  • Christmas Eve - December 24th - 2022: observed on December 23rd

  • Christmas Day - December 25th - 2022: observed on December 27th

  • Second Day Christmas - December 26th - 2021: observed on December 27th

  • New Year’s Eve - December 31st - 2022: observed on December 30th

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 they were received at 9 am 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 am 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 troubleshooting problems with 55 Degrees' apps

  • Help identifying work-arounds

  • 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. (Jira Server license holders must continue to pay an annual fee to be entitled to continued support.)

  • 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

    • 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 or English.

Responsibilities of each party

Customer

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

  • 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 when installing into unsupported versions of Atlassian product instances.

  • Customers are responsible for testing any new installation or version of the 55 Degrees add-on in a non-production environment PRIOR TO 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.​

55 Degrees

  • 55 Degrees will provide any information regarding workarounds that may be beneficial while the bug is being investigated and fixed, when 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 for your on-prem instances. This patch may be delivered outside of 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.​

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