In the following are details about our product support, such as scope, service hours and SLAs.
What does our free support include?
For all Communardo apps and solutions on supported platforms within our service hours:
Help with installation and configuration
Assistance with issues during updates
Help troubleshooting problems
Help identifying workarounds
Identifying bugs and creating bug reports
Help with workarounds and bug reporting
Fixing of bugs will be scheduled according to a variety of considerations
In support language English
What does it not include?
Support for customers who do not have a valid and current license or active subscription
Support for retired apps
Support related to non Communardo apps or solutions
Beta or development releases of Communardo apps or solutions (e.g. Communardo Labs apps)
Individual customization or customized versions
Of course we are also happy to support you with requests that are not covered by free product support. For this purpose we offer support as a solution partner.
When will we be helping you?
Our business hours are Monday - Friday, 9AM-5PM CET/CEST.
Communardo will be closed on major German and Saxon holidays.
New Years Day (January 1st)
Good Friday (April 7th, 2023)
Easter Monday (April 10th, 2023)
Labor Day (May 1st)
Ascension Day (May 18th, 2023)
Whit Monday (May 29th, 2023)
Day of German Unity (October 3rd)
Reformation Day (October 31st)
Penance Day (November 22th, 2023)
Christmas Eve (December 24th)
Christmas (December 25th)
Second Christmas Day (December 26th)
New Years Eve's (December 31st)
How fast will we help you?
We try to assist you as fast as possible. In order to react faster in urgent cases, we need you to prioritize your issue. When you create a support request with severity "Level 1" to Communardo, our first response will be within 1 hour from the time of your request. Support requests with severity "Level 2" will receive a first response within 4 hours, "Level 3" 8 hours, and "Level 4" within 24 hours.
Communardo will not provide assistance for apps and solutions on platforms which are not supported by the app version or Atlassian, including not supported web browsers and database versions. See the Atlassian Marketplace for version details of Communardo apps.