SLA - Service Level Agreements

Owned by Anke Viehweger
Last updated: Mar 27, 2024
2 min read

Our top priority is our customers, and we are committed to always prioritizing service and support. Resolving our customer's issues promptly and personally whenever feasible is of utmost importance to us.

We strive to offer a seamless and user-friendly in-product experience along with dedicated assistance available at all times.

Response times

As soon as you raise a support ticket at yasoon, we will respond within 24 business hours from the time you raised the ticket.

Our business hours are Monday – Friday, 8 AM – 7 PM CET.

yasoon is closed on major German Holidays.

Support channels

Whenever you need support, submit your request through our support system: yasoon Support.

However, repeating matters are already included in our documentation or the FAQ section to provide helpful information in the first place. If you have any security, privacy or legal questions - you’re already in the right space here.

Scope of support

  • Support during installation & configuration (process)

  • Troubleshooting (licenses, apps' features, installation process)

  • Identifying work arounds

  • Individual problem-solving approaches

Exclusion from support

  • 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

Bug fixing policy

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.

Security Bug Fix Policy

We follow Atlassian’s Security Bug Fix Policy on how to solve security issues in our Cloud and Data Center apps.