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When creating a support request through our Service Desk, we will respond within no more than 24 business hours from the time of your initial request.

We aim to satisfy Customer Requests in the same business day and to guarantee a high Quality of Service. Thus, we will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond our control.

Business Hours and Response Time

Our team business hours are from 8am to 6pm GMT+2, Sunday through Friday (i.e. all week days except Saturday). All requests are answered within 24 business hours, excluding national holidays. We are constantly monitoring our support channels to respect the high priority of our enterprise customers and any critical issues.

Support Channels

You can request support through one of the following channels:

Our Standard Support Includes

  • Assistance with configuring all of our Atlassian add-ons
  • Training and guidelines and best practices on our Atlassian add-ons
  • Help with troubleshooting problems
  • Help with issues arising out of our Atlassian add-ons upgrades
  • Answering Support requests related to App4Legal modules & Licensing from both technical and functional perspectives. 
  • Bug Fixing: executing of minor patches remotely on client servers in order to fix App4Legal bugs or getting automatically the fixes when on-cloud.
  • Access to upgrades and new App4Legal versions for App4Legal on-server.

Our Standard Support Does Not Include

  • “On-Site” Support & Maintenance of App4Legal on client premises unless the client purchases on-site man-days.
  • Development requests, including custom code development or support for non-certified third party softwares.
  • For App4Legal on-server: Database integrity or server’s/networks performance issues, including tuning and technical optimization
  • Client Network topology or environment issues
  • For App4Legal on-server: Servers and hardware issues not directly related to App4Legal
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