Product SLA
Nodim is committed to providing high-quality service to our customers, and our team of experts is on hand to ensure that our customers continue to benefit from our solutions with minimal disruption.
Our support services are available to all customers with a valid license or active subscription for our software products. Our SLA covers only Nodim’s apps and does not include support for Atlassian software or any third-party software.
Business hours and response time
Nodim’s business hours are from 10 am to 6 pm CET/CEST, Monday to Friday. Our office is closed on national holidays listed on this calendar for Hungary. When creating a support request through the available support channels, Nodim aims to respond within 48 hours (excluding national holidays) and provide an update at least every 48 hours for existing support requests. However, we often respond much faster. Our goal is to address the majority of requests within the same business day. Nodim 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 Nodim’s control.
We make an exceptional effort to provide support to all of our customers following our SLA; however, supporting free applications or tiers may receive a lower priority than other requests. In such cases, response or resolution time may be extended.
Support channels
You can request support through one of the following channels:
– Submitting a ticket through our Service Portal
– Submitting a ticket via email at support@nodim.atlassian.net
In the event of a support request, if possible, please provide us with as much relevant information as you can, including:
– The name of the app you are using.
– The name of the Atlassian application you are using.
– The web browser being used and its version number.
– Steps to reproduce the issue, screenshots, etc.
Nodim’s support includes:
– Product training or demo.
– Assistance in troubleshooting problems with Nodim products that cause interruptions in service availability or product malfunctions.
– Aid with issues stemming from Nodim product installations or upgrades.
– Technical assistance through the provision of support documentation.
Support is available in English and Hungarian.
Nodim’s support does not include:
– Phone support
– Assistance for customers without a valid maintenance agreement, license, or active subscription
– Aid with Atlassian product configurations unrelated to a Nodim product
– Support related to non-Nodim apps
– Assistance with programming against product APIs
– Support in languages other than English and Hungarian
Changes to this Service Level Agreement
This Service Level Agreement is effective as of August 8th, 2023 and will remain in effect except for any changes to its provisions in the future. We may update our Service Level Agreement periodically. Any changes will be communicated by posting the new Service Level Agreement on this page.
We recommend that you periodically review this Service Level Agreement for any changes. Changes to this Service Level Agreement take effect when posted on this page.
Contact Us
If you have any questions, please contact us at: support@nodim.hu
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