Service Level Agreement

Owned by Camilo Galleguillos
Nov 21, 2022
2 min read

Bolo Software aims to respond within 48 hours to new support requests, although we frequently respond much faster. We take exceptional effort to provide support in accordance with our SLA, but can not be held responsible for delays caused by the Client or for reasons outside of Bolo Software's control.

Our Product Support SLA covers Bolo Software add-ons exclusively and does not cover support of Atlassian software or third party add-ons.

Standard Product Support Includes

  • Help regarding purchased Bolo Software add-ons,
  • Help regarding commercial Bolo Software add-ons under evaluation,
  • Help with issues during installation,
  • Help with issues during upgrade, except when outlined in Documentation,
  • Help troubleshooting problems with Bolo Software add-ons,
  • Help identifying workarounds

Standard Product Support Does Not Include

  • Product Training,
  • Customers who do not have a valid and current license or active subscription,
  • Support related to non-Bolo Software add-ons,
  • Support for Confluence, JIRA or other Atlassian applications issues,
  • Support for Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian,
  • Beta or Development releases,
  • Support for Bolo Software add-ons applied to a Community, Non-profit, Developer or Open Source license of Atlassian software

Business Hours and Response Time

Our primary business hours are Monday-Friday, 9-17 CET (Central European Time). Our Standard Product Support is closed during major Danish holidays. The holidays in 2021 and 2022 are:

2021

1 January: New Year's Day
1 April: Maundy Thursday
2 April: Good Friday
5 April: Easter Monday
30 April: General Prayer Day
13 May: Ascension Day
24 May: Whit Monday
5 June: Constitution Day
24 December: Christmas holiday
25 December: Christmas holiday
26 December: Christmas holiday
31 December: New Year's Eve

2022

1 January: New Year's Day
14 April: Maundy Thursday
15 April: Good Friday
18 April: Easter Monday
13 May: General Prayer Day
26 May: Ascension Day
5 June: Constitution Day
6 June: Whit Monday
24 December: Christmas holiday
25 December: Christmas holiday
26 December: Christmas holiday
31 December: New Year's Eve

How to Log a Support Request

We strive to provide excellent support. Please use our Service Desk or email us at help@bolo-software.com.

For quickest possible resolution, please provide the following information:

  • the version of Confluence or other Atlassian application you are using,
  • the add-on name and version you are using,
  • all relevant information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.
  • the web browser used and its version number.