Support Service Level Agreement (SLA)

Owned by Alexander Post
Last updated: Apr 03, 2023 by Kresimir Nikolic (Unlicensed)
2 min read

DC Factory aims to respond within 48 hours to new support requests and provide an update at least every 72 hours for existing support requests, although we frequently respond much faster. Currently we can only provide support times for Croatian time zone from 9:00 AM to 18:00 PM.

Our SLA covers only the products provided by DC Factory

Standard Product Support Includes:

  • Help regarding purchased DC Factory apps with a valid commercial license

  • Help regarding paid DC Factory Apps under evaluation

  • Help with issues during installation of DC Factory Apps

  • Help with issues during DC Factory Apps upgrades, except when outlined in Documentation

  • Help troubleshooting problems with DC Factory Apps

  • Help identifying workarounds related to DC Factory Apps

Standard Product Support Does Not Include:

  • Training for Apps and products

  • Customers who do not have a valid and current license or active subscription of Apps

  • Support related to non- Apps

  • Support related to Apps that have been retired

  • Support for Confluence, JIRA or other Atlassian applications issues

  • Support for custom scripts written by customers and used in Apps

  • Support for Apps in Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian

  • Support for Apps in the environment no longer supported by Atlassian, in particular Web Browsers and Databases versions

  • Beta or Development releases of Apps

  • Support for Apps applied to a Community, Non-profit, Developer or Open Source license of Atlassian software

  • Support for free Apps

Business Hours and Response Time

Our Head Office is based in Zagreb, Croatia and so our core business hours are Monday — Friday, 09:00 — 17:00 Croatian time. Our Standard Product Support Service is closed during all Croatian holidays.

How to Log a Support Request

Support requests are logged via the contact form, available here.

In order to help us to investigate a reported problem and provide the solution as soon as possible, please provide us as much relevant information as possible, such as:

  • App name and version you are using

  • Version of Confluence or other Atlassian application, you are using

  • All information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.

  • Web browser used and its version number

Enterprise Support Service Contracts

We appreciate that some clients will require support that falls outside of the Standard Product Support scope. We offer enhanced support service contracts which can be tailored to meet your specific requirements, including support for Atlassian products, all products including free Apps and also third party licenses.