Service Level Agreement

Introduction

When creating a support request through HeroCoders’s support desk, we will respond within no more than 24 business hours from the time of your initial request. Our goals are to answer the majority of requests within the same business day.

HeroCoders will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond HeroCoders’s control.

Applications up time

HeroCoders apps’ status and up-time can be monitored at http://status.herocoders.com

Business Hours and Response Time

HeroCoders’s business hours are from 8 am to 5 pm GMT, Monday through Friday. All requests are answered within 24 business hours, excluding national holidays. We are constantly monitoring our support channels to respect the high priority of our enterprise customers and any critical issues.

Support Channels

You can request support through one of the following channels:

1. Submitting a ticket through HeroCoders’s service desk system
2. Requests made through open forums such as Atlassian Community are monitored by our support team and answered on a best-effort basis.

HeroCoders’s Support Includes:

1. Assistance with configuring our products
2. Help with troubleshooting problems with our products
3. Help with issues arising out of our product upgrades

HeroCoders’s Support Does Not Include:

1. Phone support
2. Product training
3. Support for Jira configurations not related to HeroCoders’s product