SERVICE LEVEL AGREEMENT (SLA)
March 2, 2021 2021-07-07 8:09SERVICE LEVEL AGREEMENT (SLA)
SERVICE LEVEL AGREEMENT (SLA)
RoninPixels is happy to help you and provide the best support we can. During week days, Monday to Friday, we’ll reply in less than one business day, always on a best effort basis. Sometimes we reply during the weekend, if we do, don’t take it into account
If we don’t, please be patient with us, we are a small, but energetic, company
Our Support Channels
Sometimes, users ask in the Atlassian Community, where we actively reply. You can access with your existing Atlassian user.
If you don’t find the answers you seek, feel free to create a ticket in our Jira Service Desk system. This is the best way to contact us. It’s easier for us to keep track of the incident or question there and set a priority.
And if you prefer the good-old email system, just drop us a line to support at roninpixels dot com
YES
What Does our SLA Include?
Our team will help you with:
Questions about the functionality of our products
Questions about the roadmap of our products
Investigation and resolution of your tickets in our support system
Issues while installing or using our products
Sales or collaboration related requests
User success stories
NO
What Does our SLA NOT Include?
Our team won’t be able to help you with:
Product training, integration or modification
Support for issues that are not related to our products.
Support for non-GA versions (development builds, beta versions), versions modified by the customer or those versions no longer supported by Atlassian or by our apps
If you still need help for any of the aforementioned services, we could help you for an additional fee or we will refer you to someone who can do it.