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Service level agreement for paid apps

bitvoodoo ag offers the following services for our paid apps available in the Atlassian Marketplace.

We will handle any enquiry within 24 hours. All services are fulfilled following our "best-effort" policy.

Opening times: Monday - Friday, 9 am – 5 pm (CET).

bitvoodoo ag is closed on the following days:

  • New Year's Day (1st January)

  • St. Berchtold's Day (2nd January)

  • Good Friday

  • Easter Monday

  • International Workers' Day (1st May)

  • Ascension Day

  • White Monday

  • Swiss National Holiday (1st August)

  • Christmas (24 - 26 December)

  • New Year's Eve (31st December)

Our support services include:

  • Installation support

  • Upgrade support

  • Troubleshooting of bitvoodoo ag apps

  • Help with workarounds

The following services are not included in our support program and are therefore invoiced separately:

  • Product training

  • Support for clients not in possession of a valid product license or user contract

  • Support for clients with apps not supplied by bitvoodoo ag

  • Support for clients experiencing problems with Confluence

  • Help with Confluence versions no longer supported by bitvoodoo ag apps

  • Help with Confluence configurations created by the client and not supported by current versions of Confluence

  • Enquiries concerning beta releases or products still in the development phase

  • Help with problems caused by modifications to bitvoodoo ag Enterprise Theme templates (if the client made those modifications)

  • Language support for clients requiring help in languages other than German and English

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