This Service Level Agreement (SLA) defines the support commitment provided by Bitovi for Status Reports for Jira, including response times, resolution expectations, and support channels.
Status Report Generation for Jira
Monday to Friday: 9:00 AM - 5:00 PM (CST)
Support requests submitted outside business hours will be reviewed next business day.
We aim to respond to all support requests within 24 business hours.
Bug Fixes & Improvements: All reported bugs and enhancement requests are reviewed regularly for inclusion in future releases.
Support Requests: If you require a faster response, please submit your issue as a support request.
Urgent Issues: Critical bugs that impact functionality will be prioritized and addressed as soon as possible.
We strive to resolve minor issues within 1-2 business days. More complex problems may take longer, and we will keep you informed throughout the resolution process.
Email Support: statusreports@bitovi.com
Live Chat: Join the Bitovi Community Discord Server for discussions and real-time assistance.
We prioritize support requests based on the following factors:
Impact on the customer’s operations
Availability of workarounds
Severity and scope of the issue
Relationship to ongoing product development
Customers with an active Support Entitlement Number (SEN)
Critical issues affecting multiple users will take precedence over non-urgent feature requests.
We will notify users in advance of any planned maintenance or updates. Our goal is to minimize disruptions and ensure a seamless user experience.
This SLA does not cover issues arising from:
Force Majeure (e.g., natural disasters, widespread outages)
Customer-Caused Issues (e.g., misconfiguration, unauthorized modifications)
Third-Party Service Interruptions (e.g., Jira outages, third-party integrations)
Bitovi reserves the right to modify this SLA as needed. Updates will be communicated through official channels.