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Service-Level Agreement

Service-Level Agreement

Owned by Rezgar Cadro
Last updated: Jun 01, 2023
3 min read

Totem Dev aims to respond within 24 hours to new support requests and provide an update at least every 48 hours for existing support requests, although we frequently respond much faster. With clients working across many different timezones, we try to prioritise our support requests, so that we can provide the best level of support for all our customers across several continents. 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 Totem Dev's control.

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

Standard Product Support Includes:

  • Help regarding purchased Totem Dev add-ons with a valid commercial license

  • Help regarding paid Totem Dev add-ons under evaluation

  • Help with issues during installation of Totem Dev add-ons

  • Help with issues during Totem Dev add-ons upgrades, except when outlined in Documentation

  • Help troubleshooting problems with Totem Dev add-ons

  • Help identifying workarounds related to Totem Dev add-ons

Standard Product Support Does Not Include:

  • Training for Totem Dev add-ons and products

  • Customers who do not have a valid and current license or active subscription of Totem Dev add-ons

  • Support related to non-Totem Dev add-ons

  • Support related to Totem Dev add-ons that have been retired

  • Support for Confluence, JIRA or other Atlassian applications issues

  • Support for custom scripts and programs written by customers that rely on Totem Dev products in unintended ways

  • Support for Totem Dev add-ons in Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian

  • Support for Totem Dev add-ons in the environment no longer supported by Atlassian, in particular Web Browsers and Databases versions

  • Beta or Development releases of Totem Dev add-ons

  • Support for Totem Dev add-ons applied to a Community, Non-profit, Developer or Open Source license of Atlassian software

  • Support for free Totem Dev add-ons

Business Hours and Response Time

Our Head Office is based in Chisinau, Moldova and so our core business hours are Monday — Friday, 09:00 — 17:00, UTC +3. Our Standard Product Support Service is closed during major Moldovan 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:

  • Add-on name and version you are using

  • Version of Jira 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. At the moment we do not offer extended support service contracts. Please contact Totem Dev Support if you require support that goes beyond the standard offering.

Atlassian Community Support

Over the years a large and active Atlassian community has grown up. Generally this community is a powerful resource for you to make use of, particularly so if you have chosen not to purchase a commercial support contract with Totem Dev.

The primary way to interact with this community is through the Atlassian Answers Forum. It is here that you will find suggestions, help, advice and good practice.

Totem Dev cannot be held liable for any advice given by third parties or through the Atlassian Answers Forum. For commercial contracts, please see our Enterprise Support Service Contracts section above.

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