Service Level Agreement for paid apps

Owned by Michael Yang
Dec 05, 2023
1 min read

Shinetech offers the following services for the paid apps available in the Atlassian Marketplace.

Support Timing

Enquiries will be handled within 24 hours. All services fulfilled in accordance with our 'best effort' policy.

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

The support is closed for all legal holidays in USA.

Our support services include

  • Installation support

  • Upgrade support

  • Troubleshooting of Shinetech apps

  • Help with workarounds

Services not included

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 Shinetech Software

  • Support for clients experiencing problems with Jira

  • Help with Jira versions no longer supported by Shinetech Software apps

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

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

  • Help with problems caused by modifications to Shinetech Software apps where those modifications were made by the client themself

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