Service Level Agreement (SLA)
Our customers have the most important priority for everyone at smartics. Our goal is that all our customers are completely satisfied with our products and any interaction with our team.
RESPONSE TIMES
When you make a support request to smartics, we will respond in no more than 24 business hours from the time of your request.
BUSINESS HOURS
Our business hours are Monday – Friday, 9AM – 5PM CET. smartics is closed on all major German Holidays.
SUPPORT CHANNELS
Submit a request through our support system by clicking create a support ticket.
Send an email to support@projectdoc.smartics.de.
SUPPORT INCLUDES
- Help with installation
- Help troubleshooting problems with smartics add-ons
- Help identifying work-arounds
SUPPORT DOES NOT INCLUDE
- Product Training
- Customers who do not have a valid and current license or active subscription
- Support related to non smartics add-ons
- Support for Confluence/JIRA issues
- Support for Confluence/JIRA versions that are no longer supported by the smartics add-ons
- Support for Client-Configurations that are not supported by the Confluence/JIRA versions that the add-on is installed on
- Beta or Development releases
- Support in any language other than English or German
