We develop Atlassian Apps that help organizations to enhance team collaboration and work more efficiently

We are delighted to provide you with great support on our apps! Our products are only as good as your ability to use it. That’s why we are here to help you when you run into trouble or by answering any questions you might have.

For ease of reading, we will reference this Service Level Agreement as SLA in the rest of this document. Also, make sure you read our EULA.

1. Support hours

Our support hours are from Monday to Friday: 09:00-17:00. The timezone is Central European Summer Time (CEST) during the summer and Central European Time (CET) during the winter.

2. Support entry point

You can request support by entering issues via our support portal. The support portal is available via https://avisi-support.atlassian.net/servicedesk/customer/portals. Note that we can only handle support issues in the English language.

We are very approachable via other means of communication, but we can only guarantee this SLA when you enter issues via the official portal.

3. Response time

Our response time for issues is 4 hours. Only the time during our support hours is counted.

4. Holidays

On official holidays our support is closed. These holidays are excluded from the response hours and resolution hours.

Official holidays include: New Year’s Day, Easter Monday, King’s Birthday, Liberation Day, Ascension Day, Whit Monday, Christmas Day, Second Day of Christmas.

View public holidays in the Netherlands.

5. Scope

This SLA is only applicable to customers with a valid license for the following products:
  • Atlas CRM
  • Edit Custom Field Values
  • Git for Confluence
  • Numbered Headings Cloud and Server (pro edition)
  • StatusPage for JIRA Service Desk
  • TOPdesk Jira Integration
  • Undo Transition
  • User Directory API
  • XSD Viewer for Cloud and Server
Unfortunately we cannot provide supports for add-ons that are running on Atlassian host products that are no longer supported by Atlassian. You can check the support status for Atlassian products in the Atlassian End Of Life Policy

Furthermore, we don't offer support on our free apps.
    We do have an undisputable history of great response times and support, even on add-ons that are not covered by this SLA. Our best effort is really a great effort!