Service Level Agreement

Owned by greenyloop
Last updated: Dec 10, 2019
1 min read

Agreement Overview

This Agreement represents a Service Level Agreement (SLA) between Greenyloop(Vendor) and Customer(s) for support of the vendor applications.

Stakeholders

  1. Vendor and Service Provider(s): Greenyloop (Vendor).

  2. Customer(s): Customer, who purchased and installed (Vendor) apps via Atlassian Jira Marketplace.

Service Scope

The following Services are covered by this Agreement.

  1. Business days are Monday – Friday, except holidays December 25th (Christmas), January 1st (New Year), Thanksgiving Day (last Thursday of November).

  2. Business hours are from 7:00AM - 15:00PM CET (CET) Monday – Friday.

  3. Support via email.

  4. Email is monitoring from 7:00AM - 15:00PM CET (CET) Monday – Friday.

  5. Emails received outside the office hours will be collected.

  6. No action can be guaranteed until the next working day if email is received outside the office hours.

  7. We will respond no more than 40 business hours from the time of your request during the business week.

  8. (Vendor) Will not be responsible for delays caused by the Customer(s) or for reasons beyond (Vendor) control.

Email

Required Information for issue resolution.

  1. Information: Jira Version and (Vendor) application Name and Version that have been installed on which the problem is based.

  2. Description: Provide precise product behavior description(s) to assist problem isolate and root cause.

  3. Reproduce: Provide exact steps to reproduce the problem.