Service Level Agreement
Customers are the most important priority for everyone at Easy Agile. Our goal is that all our customers are completely satisfied with our products and all interactions with our team.
When you request support with an Easy Agile product we will respond within 24 business hours from the time of your request. We will do our best to get back to you much sooner, but we are a small company, so we appreciate your patience.
Our business hours are Monday through Friday from 9am to 5pm Australian Eastern Standard/Daylight Time. We are closed on major holidays in New South Wales, Australia. To see our business hours in your timezone check timeanddate.com.
Submit a product support request through our JIRA Service Desk or raise a usage query via our Atlassian Answers topics for each product:
- Easy Agile User Story Maps for JIRA on Atlassian Community
- Easy Agile Roadmaps for JIRA on Atlassian Community
Requests made via Atlassian Answers will be responded to on a best-effort basis.
- Help with installation.
- Help troubleshooting problems with Easy Agile add-ons.
- Help identifying work-arounds.
Support Does Not Include
- Product Training.
- Customers who do not have a valid and current license or active subscription.
- Support related to non Easy Agile add-ons.
- Support for Confluence/JIRA issues.
- Support for Confluence/JIRA versions that are no longer supported by Atlassian or Easy Agile add-ons.
- Support in any language other than English (contact our international partners for support in your language).