Apwide Support SLA


This document provides Apwide Service Level Agreement for the Apwide Golive for JIRA product.

When creating a support request through the available support channels, 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. Apwide 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 Apwide’s control.

Business hours and response time

Apwide’s business hours are from 9 am to 6 pm CET, Monday to Friday. Our office is closed on Switzerland national holidays. 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 customers and any critical issues.

Support channels

You can request support through one of the following channels:

Included

  • Assistance with configuring Apwide products
  • Guidelines and best practices on Apwide products
  • Help with troubleshooting problems with Apwide products
  • Help with issues arising out of Apwide product upgrades

Not included

  • Phone support
  • Product training
  • Support for Jira configurations not related to Apwide product
  • Help with programming against product API
  • Support in any language other than English and French