Support Service Level Agreement
This page states the support availability and target first response for Customer Portal Toolkit for JSM.
Available 24 hours a day, 7 days a week.
Within 24 hours after receipt.
English and Polish.
What the target means
The initial response may acknowledge the request, ask triage questions, provide a workaround or confirm that investigation has started. The target is not a guaranteed resolution time, uptime commitment, service credit or guarantee that an Atlassian platform incident can be resolved by Mederak Apps.
Coverage
The target applies to requests for the current supported Marketplace or authorized early-access version, provided through the stated Service Desk. Response and resolution may depend on safe diagnostics, customer cooperation, Jira/JSM configuration, Atlassian services, Marketplace processes and defect complexity.
Security reports
Potential security or privacy incidents are prioritized. Put Security report in the summary and follow Security Incident Response. Do not send credentials, customer content or unsafe exploit material in the initial ticket.
Detailed policy
Severity, scope, exclusions, safe ticket content and maintenance handling are described in the Support Policy. The general Mederak Apps support commitment is also published at Mederak Apps Support SLA.