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Support Issues


(info) If you find any bugs or irregularities, please submit a ticket in our service desk.


Service Level Agreement 


Community SupportStandard Support
Self-help Resources(tick)(tick)
Community Support(tick)(tick)
Support Portal
(tick)
Hours of Availability
9/51
Initial Response
Times2

Production Application Down (L1)


2 Hr

Serious Degradation (L2)


6 Hr

Moderate Impact (L3)


1 Business Day

Limited Impact (L4)


2 Business Days

Support Entitlement

Anyone3

Admins of a 25-user server or a 50-user DataCenter product; Users of cloud products

Products CoveredAll productsAll products
Price

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)
  • Epiphany
  • 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

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 Includes

  • Incident Support - Identifying and troubleshooting problems in the system
  • Root cause analysis
  • Assistance with issues during installation
  • Assistance with issues during upgrades
  • Identifying and creating needed bug reports
  • Guidance around implementation and configuration
  • Integration support with other Riada products

Support Does Not Include

  • Customers without a valid maintenance agreement
  • End of Life, Beta, Release Candidate or Development releases
  • Customized versions of Riada products (customized = original product code has been modified)
  • Development questions or requests (like scripting, programming tasks etc). 
    • For community-based development support, please post these questions on Atlassian Community.
    • Note: If a bug in Riada development API is believed to be the root cause, sample code that demonstrates the problem and can be replicated must be provided.
  • Third-party application integrations or third-party plugins
  • Support for end-users
  • Product training
  • Support in languages other than English and Swedish
  • Professional Services 
    • System & Performance tuning
    • Deployment & Capacity Planning
    • Installation & Upgrade Services

Need this kind of assistance? Contact our professional services department!


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

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.

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