Service Level Agreement

Document Effective date: 12th February 2019

This document provides kyona’s Service Level Agreement for the following products:

  • Alignment Meeting Board for Jira
  • MiniWiki
  • MOPTI Enterprise Modeler
  • MyToDo Board
  • SharePlus
  • Visual Issue Card for Jira

When you create a support request through the available support channels, we will respond within 24 business hours from the time of your initial request. Our goal is to respond the majority of requests within the same business day. While kyona will make reasonable efforts to provide support in accordance with this Service Level Agreement and it will not be responsible for any delays caused by the customer or for reasons beyond kyona’s control.

BUSINESS HOURS AND RESPONSE TIME

kyona’s business hours are from 9 am to 5 pm CET, Monday through Friday. Our office is closed on national holidays listed on the calendar for Germany. All support requests are answered within 24 business hours, excluding national holidays. We constantly monitor our support channels for any critical issues.

SUPPORT CHANNELS

You can request support by:
 
– Submitting a ticket for SharePlus for Jira through https://bitbucket.org/kyona/shareplus/issues
– Submitting a ticket for MiniWiki for Jira through https://bitbucket.org/kyona/miniwiki/issues
– Submitting a ticket for Alignment Meeting Board for Jira through https://bitbucket.org/kyona/meeting/issues
– Submitting a ticket for Visual Issue Card for Jira through https://bitbucket.org/kyona/visual-issue-card-for-jira/issues
– Alternatively or in addition for other products you can always send your support request through e-mail to techsupport(at)kyona.eu
 
Requests made through open forums such as Atlassian Community are monitored by our Support Team and answered on a reasonable-effort basis.

KYONA’S SUPPORT INCLUDES:

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

KYONA’S SUPPORT DOES NOT INCLUDE:

– Phone support
– Product training
– Support for Jira configurations not related to an kyona product
– Help with programming for a product API
– Support in any language other than English and German.