Support Policy

Latest update: March 29th, 2023

‍Goal of this policy

This support policy explains the support level towards customers.

Click here if you need support.

‍KPI‍

Initial response time is 1 (one) business day outside planned holiday periods.

Support is provided per e-mail and via the Ativo.io website.

Entitlement‍

Support is provided to Jira admins and the key designated users (spocs) for paid or trial subscriptions.

Scope

Support includes:

• Incident Support – Identifying and troubleshooting problems in the system
• Root cause analysis
• Assistance with issues during installation
• Assistance with issues during upgrades
• Identifying and creating needed bug reports
• Guidance around implementation and configuration

Support does not include:

• Customers without a valid maintenance agreement
• Issues outside the scope of the Agile Programs for Jira plugin
• End of Life, Beta, Release Candidate or Development releases
• Customized versions of the product (customized = original product code has been modified)
• Development questions or requests
• Third-party application integrations or third-party plugins
• Support for end-users
• Product training
• Support in languages other than English and Dutch
• System & Performance tuning
• Deployment & Capacity Planning
• Installation & Upgrade Services
• Configuration

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