Support Service Level Agreement

Our customers are the most important priority for everyone at addcraft. Our goal is that all our customers are completely satisfied with our products and any interactions with our team.

Response Times

When you make a support request to addcraft, we will respond no more than 24 business hours from the time of your request.

Business Hours

Our business hours are Monday – Friday, 9 AM – 5 PM CET. addcraft is closed on major holidays in Darmstadt, Hesse, Germany.

Support Channels

Submit a request through our support system by filling out a form in our support portal at addcraft.atlassian.net/servicedesk/customer/portals.

Support includes help with:

installation,
troubleshooting problems with addcraft apps,
identifying work-arounds.

Support does not include help:

with product training,
for non-valid and non-current license or inactive subscription,
with non-addcraft apps,
with Confluence/Jira issues,
with Confluence/Jira versions that are no longer supported by the addcraft apps,
with client configurations that are not supported by the Confluence/Jira versions that the app is installed on,
with beta or development releases,
in any language other than English or German.

Bug fix policy

Fixes are not backported to previous versions due to

risk,
complexity,
changes to an API requirement,
code used by third party add-ons, or
infrastructure that we would usually reserve for a platform release.