Our customers are high on the agenda and we always put service & support first. It is important for us to solve our customer’s issues quickly and mostly, reach out to them personally to talk things through. Learn more about what are SLAs?whenever possible, personally.
It’s our goal to provide a smooth and intuitive in-product experience and a helping hand at any time.
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However, repeating matters are already included in our FAQ-section to provide helpful information in the first place.
Requests made through our forums will be responded on a best-effort basis.
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Scope of support
Support during installation & configuration (process)
Troubleshooting (Licenses, Apps' features, Installation process)
Identifying work arounds
Individual problem-solving approaches
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Product training (excluding our partner trainings)
Non-valid and non-current license or inactive subscriptions
Non-yasoon apps
Confluence and Jira issues
Confluence/Jira versions that are no longer supported by the apps from yasoon
Client configurations that are not supported by the Confluence/Jira versions that the app is installed on,
Beta or development releases
Any language other than English or German
Theme development for Scroll Exporters, Scroll Viewport (although we try to do our best to answer questions in the forums or Scroll Viewport Developer Groups)
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Bug fixing policy
Bug fixes that are not backported to previous versions due to:
risk
complexity
changes to an API requirement
code used by third party add-ons or
infrastructure that we would usually reserve for a platform release
#k15t Text [wird dann gelöscht, war die Basis]
Our customers are the most important priority for everyone at K15t. Our goal is that all our customers are completely satisfied with our products and any interactions with our team.
Response Times
When you make a support request to K15t, we will respond no more than 24 business hours from the time of your request.
Business Hours
Our business hours are Monday – Friday, 9 AM – 5 PM CET. K15t is closed on major German Holidays.
Support Channels
Submit a request through our support system by clicking Create Support Request.
Requests made through our forums will be responded on a best-effort basis.
Support includes help with:
installation,
troubleshooting problems with K15t apps,
identifying work-arounds.
Support does not include help:
with product training,
for non-valid and non-current license or inactive subscription,
with non-K15t apps,
with Confluence/Jira issues,
with Confluence/Jira versions that are no longer supported by the K15t apps,
with client configurations that are not supported by the Confluence/Jira versions that the app is installed on,
with beta or development releases,
with theme development for Scroll Exporters, Scroll Viewport (although we try to do our best to answer questions in the forums or Scroll Viewport Developer Groups),
in any language other than English or German.
Bug fix policy
Fixes are not backported to previous versions due to
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risk,
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complexity,
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changes to an API requirement,
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code used by third party add-ons, or
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Yasoon provides the products “as-is” and there is no guarantee a bug is getting fixed.
We regularly measure the impact of bugs and prioritize and fix bugs on our own timeline.
All bug fixes are delivered with the latest version - no back ports to older versions.
An exceptions are security-related bug fixes that are fixed within a specific timeframe as described here: [Andy Check] App security incident management guidelines