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Support

Support

Owned by David Nicholas
Last updated: Mar 12, 2025
2 min read

1. Introduction

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.

2. Scope of Service

Supported Services:

  • Status Report Generation for Jira

Service Hours:

  • Monday to Friday: 9:00 AM - 5:00 PM (CST)

Support requests submitted outside business hours will be reviewed next business day.

3. Service Commitment

Response Times:

  • We aim to respond to all support requests within 24 business hours.

Resolution Times:

  • 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.

4. Support Levels

Support Channels:

Prioritization Process:

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.

5. Maintenance & Updates

We will notify users in advance of any planned maintenance or updates. Our goal is to minimize disruptions and ensure a seamless user experience.

6. Exclusions

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)

7. Agreement Review & Changes

Bitovi reserves the right to modify this SLA as needed. Updates will be communicated through official channels.