SERVICE LEVEL AGREEMENT (SLA)

SERVICE 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

  1. Sometimes, users ask in the Atlassian Community, where we actively reply. You can access with your existing Atlassian user.

  2. 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.

  3. And if you prefer the good-old email system, just drop us a line to support at roninpixels dot com

Our Business Hours

We are located in two time zones: Chile CLT (UTC-4) and Spain CEST (UTC+2). In any of those time zones 8:00 am – 7:00 pm, Monday to Friday. Keep an eye on the corresponding public holidays of Chile and Spain.

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.