Service Level Agreement


Service level agreement for paid add-ons

bitvoodoo ag offers the following services for the paid add-ons available in the Atlassian Marketplace:

Enquiries will be handled within 24 hours. All services fulfilled in accordance with our 'best effort' policy.

Opening times: Monday - Friday, 9am – 5pm (CET).

bitvoodoo ag is closed on the following days:

  • New Year's Day (1 January)
  • St. Berchtold's Day (2 January)
  • Good Friday
  • Easter Monday
  • International Workers' Day (1 May)
  • Ascension Day
  • Whit Monday
  • Swiss National Holiday (1 August)
  • Christmas (24 - 26 December)
  • New Year's Eve (31st December)

Our support services include:

  • Installation support
  • Upgrade support
  • Troubleshooting of bitvoodoo ag add-ons
  • Help with workarounds

The following services are not included in our support programme and are therefore invoiced separately:

  • Product training
  • Support for clients not in possession of a valid product licence or user contract
  • Support for clients with add-ons not supplied by bitvoodoo ag
  • Support for clients experiencing problems with Confluence
  • Help with Confluence versions no longer supported by bitvoodoo ag add-ons
  • Help with Confluence configurations created by the client himself and not supported by current versions of Confluence.
  • Enquiries concerning Beta releases or products still in the development phase.
  • Help with problems caused by modifications to bitvoodoo ag Enterprise Theme templates, where those modifications were made by the client himself.
  • Language support for clients requiring help in languages other than German and English