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Service Level Agreement (for Atlassian apps)

Service Level Agreement (for Atlassian apps)

Last updated on: 16th September 2024

Note that this SLA applies to all of our apps sold via Atlassian marketplace. For products that are independently sold or sold via other marketplaces, separate SLA is available.

Adding incredible value to our customers' businesses is of highest importance for everyone at Amoeboids Technologies Pvt Ltd. We serve the customers not only through our products but also through our support. Key aspects of our support offerings are outlined in this agreement.

Support Channels

In order for us to serve you at the earliest, we request you to create support tickets on our service desk. This portal does not need you to create an account, you can create a ticket without logging in. Thus the ticket creation process does not take more than a minute. That way, not only you are always up-to-date on the progress made on your request but also help us streamline the processes internally & resolve your tickets at the earliest.

Here is a handy link to our Atlassian apps service desk - Jira Service Management

End User License Agreement

We have a common EULA to support all our Atlassian apps. It can be accessed here - End User License Agreement (for Atlassian apps) .

Data Security & Privacy Policy

Data security & privacy policy varies across each one of our apps. Please find below a handy list to those links

Response Times

If your request is routed through the above service desk, you can expect our first response to be 2 business days from the time of your request. 2 business days is the maximum response time, we are usually much faster & you would receive the response in a few hours. Read some of the reviews from our customers.

Business Hours

Our entire team is based out of India (IST). Business hours are 9 AM to 6 PM Indian Standard Time. We are closed on major holidays in India. IST = (GMT + 5.50 hrs)

What kind of support do we offer?

It is important to note that our support is limited to the products listed above. Jira, Confluence, Jira Service Management are products of Atlassian & we do not offer any support for them. Typically following items are covered in the support

  • Maximum 3 free product demos

  • Help with installation

  • Help with troubleshooting problems with our apps

If you do not have a paid active subscription to our apps, we reserve the right to deny any support request.

Are there any support add-ons?

We offer customized SLAs & product training at additional costs. Please contact anand(at)amoeboids(dot)com with specific details.