SERVICE LEVEL AGREEMENT

This document provides Agile Process Integration, LLC's (API LLC's) Service Level Agreement (SLA) for the following products:

 

  • Decisions for Jira

  • Shadow Delete for Jira

 

When you create a support request through the available support channels, we will respond within 24 hours from the time of your initial request. Our goal is to respond to the majority of requests within the same business day. While Agile Process Integration, LLC will make reasonable efforts to provide support in accordance with this SLA, we will not be responsible for delays caused by the Customer or for reasons beyond Agile Process Integration, LLC's control.

Business Hours and Response Time 

Agile Process Integration, LLC's business hours are from 9:00 AM to 5:00 PM EST, Monday through Friday. Our office is closed on federal holidays listed here. All support requests are answered within 24 hours, excluding federal holidays. We constantly monitor our support channels for any critical issues.

Support Channels 

You can request support by submitting an issue through our JIRA service desk.

Requests made through open forums such as the Atlassian Community are monitored by our Help Desk and answered on a reasonable-effort basis. 

 

Support Includes 

  • Assistance with configuring our products.

  • Guidelines and best practices using our products.

  • Help with diagnosing problems with our products.

  • Help with issues encountered while upgrading our products.

Support Does Not Include

  • Phone support.

  • Product training.

  • Support for configurations not related to our products.

  • Help with programming for our product's API.

  • Support in any language other than English.

FOR MORE INFORMATION , CALL NOW

7901 4th St N, STE 300 St. Petersburg, Florida 33407

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