The following applies to all commercial and academic license holders with current support contracts. While Brikit attempts to respond to all issues in a timely manner, critical issues (i.e. issues that hurt our customers' production applications: Level 1, Level 2) take priority. "Production" is defined as an instance of Atlassian software with Brikit add-ons that are actively used by the customer's business. We make our best effort to respond within the times shown, we cannot guarantee response times for standard product support. Level of Severity | Description of Severity | Response Goal |
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Level 1 | Production application down or major malfunction resulting in majority of users unable to perform their normal functions. | 4 hours | Level 2 | Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. | 8 hours | Level 3 | Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. | 24 hours | Level 4 | Minor loss of application functionality or product feature question. | 48 hours |
Support Levels* Depending on issue complexity, issues may not be resolved in one phone call. For faster problem resolution, Brikit staff may also need to replicate certain problems locally and call customers back upon further diagnosis. ** Number of license technical contacts that may contact Brikit Support. |