Support & EULA

Support Issues

If you find any bugs or irregularities, please submit an issue in our service desk.

We're always happy to support you!

Best Regards
Team Riada



Service Level Agreement (SLA)

Riada Development will respond to your registered support ticket within 24 business hours. Officially we don't offer support during weekends but we love what we do so don't be surprised if we answer your query off normal business hours.

Riada Development business hours are Monday - Friday, 9AM-5PM CET (CEST for summer time). Riada Development support is closed on major Swedish holidays including:

  • New Years Day
  • Epiphany
  • Good Friday
  • Easter Monday
  • International Workers' Day (May 1st)
  • Ascension Day
  • Second Pentecost
  • Swedish National Day (June 6th)
  • Midsummer Eve
  • Christmas Eve
  • Christmas Day
  • Second Christmas Day
  • New Year's Eve

Support includes

  • Help with issues during installation & upgrade
  • Help troubleshooting problems with Riada Development products
  • Help identifying workarounds.

Support does not include

  • Product Training
  • Professional services (consultancy)
  • Customers who do not have a valid license are not entitled to get support
  • Support related to non Riada Development products
  • Support for Jira versions that are no longer supported by Riada Development products
  • Support for customers' configuration of Jira or Riada Development products
  • Beta or Development releases
  • Support in any language other than Swedish or English

Need additional support?

We have over 100 partners that would love to help you with professional services related to our products. Locate a nearby partner here.

Privacy & information security

Your privacy is important to us, and so is being transparent about how we collect, use, and share information about you. Our privacy policy is intended to help you understand how and what information we collect about you and the legal basis for doing so.

End User License Agreement

The software developed by Riada Development is licensed under the provisions of the "Standard EULA" from the "Atlassian Marketplace Terms of Use" as a "Marketplace Product".
Reference is: http://www.atlassian.com/licensing/marketplace/termsofuse.

The "Standard EULA" is reproduced here for convenience. In this case, the "Publisher" is Riada Development.

Standard EULA
(i) The Publisher is the licensor of the Marketplace Product and Atlassian is not a party to the Publisher EULA or this Standard EULA, as applicable.

(ii) If the Marketplace Product does not include a Publisher EULA that specifies Marketplace Product license rights, Publisher grants you a limited, worldwide, non-exclusive, non-transferable and non-sublicensable license to download and use the Marketplace Product only on hardware systems owned, leased or controlled by you.

(iii) Licenses granted by Publisher are granted subject to the condition that you must ensure the maximum number of Authorized Users that are able to access and use the Marketplace Product concurrently is equal to the number of User Licenses for which the necessary fees have been paid to Atlassian and/or its authorized partners (each, an "Atlassian Expert"). You may purchase additional User Licenses at any time on payment of the appropriate fees to Atlassian or an Atlassian Expert. "User License" means a license granted under this EULA to you to permit an Authorized User to use the Marketplace Product. The number of User Licenses granted to you is dependent on the fees paid by you. "Authorized User" means a person who accesses and uses a Marketplace Product under the EULA and for which the necessary fees have been paid to Atlassian and/or an Atlassian Expert.

(iv) Any information that Publisher collects from you or your device will be subject to any Publisher EULA, privacy notice, or similar terms that the Publisher provides to you, and will not be subject to the Atlassian Privacy Policy (unless Atlassian is the Publisher).

(v) You may not modify, reverse engineer, decompile or disassemble the Marketplace Product in whole or in part, or create any derivative works from or sublicense any rights in the Marketplace Product, unless otherwise expressly authorized in writing by Publisher.

(vi) The Marketplace Product is protected by copyright and other intellectual property laws and treaties. Unless otherwise expressly stated in the Publisher EULA, Publisher or its licensors own all title, copyright and other intellectual property rights in the Marketplace Product, and the Marketplace Product is licensed to you directly by the Publisher, not sold.

End of Standard EULA
 
Additional Terms
By purchasing a product from Riada Development, you grant us the right to include your organisation as a customer in promotional material, including your organisation logo. You can deny this right at any time by submitting a written request via email to productsales@riada.se, requesting to be excluded from any promotional material. Requests made after purchasing may take thirty (30) days to process.

End of life policy

The software developed by Riada Development is only supported if the corresponded Atlassian product is supported. Read about Atlassian End of Life policy here: https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html