Support Service Level Agreement (SLA)

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 whenever possible, personally.

It’s our goal to provide a smooth and intuitive in-product experience and a helping hand at any time.

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.

Business hours

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 FAQ-section to provide helpful information in the first place.

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: App security incident management guidelines