Service Level Agreement
|Community Support||Standard Support|
|Hours of Availability||9/51|
|Initial Response |
Production Application Down (L1)
Serious Degradation (L2)
Moderate Impact (L3)
1 Business Day
Limited Impact (L4)
2 Business Days
Admins of a 25-user server or a 50-user DataCenter product; Users of cloud products
|Products Covered||All products||All products|
Bundled with software maintenance
1 9/5 Support - Hours of coverage include 8am - 5pm for the following timezones: Central European Time (UTC+1), Eastern Standard Time (UCT-5). Tickets will be handled in the office corresponding to the geo in which they are submitted.
Riada support is closed on major Swedish holidays including:
- New Years Day (January 1)
- Good Friday
- Easter Monday
- International Workers' Day (May 1st)
- Ascension Day
- Second Pentecost
- Swedish National Holiday (June 6th)
- Midsummer Eve
- Christmas Eve (December 24)
- Christmas Day (December 25)
- Second Christmas Day (December 26)
- New Year's Eve (December 31)
2 Initial Response Times – Full descriptions of severity levels are as follows:
- Level 1: Production application down or major malfunction affecting business and high number of staff
- Level 2: Serious degradation of application performance or functionality
- Level 3: Application issue that has a moderate impact to the business
- Level 4: Issue or question with limited business impact
3 Entitlement for Community Support - Community Support (from the Atlassian Community) is available to anyone who signs up. Users of 10-user starter license are eligible for only community support.
Support Does Not Include
Need this kind of assistance? Contact our professional services department!
End User License Agreement
The "Standard EULA" is reproduced here for convenience. In this case, the "Publisher" is Riada Development.
(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.
(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
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
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