...
...
| Content Block |
---|
padding | 0 0 32px 0 |
---|
id | 278377349 |
---|
class | juicy-text clean |
---|
collapsible | collapse on mobile |
---|
| Service Level Agreement |
|
|
...
...
...
padding | 0 0 32px 0 |
---|
id | 968620879 |
---|
class | juicy-text-mobile-small clean |
---|
collapsible | collapse on desktop |
---|
| Service Level Agreement |
|
|
...
| Content Block |
---|
|
Page Tree |
---|
root | Brikit Policies and Terms |
---|
|
|
|
|
...
...
meta-properties | true |
---|
name | Hidden Rich Link Info |
---|
id | 420484481 |
---|
collapsible | collapse |
---|
...
Image RemovedThe following applies to all commercial and academic license holders with current support contracts.
...
margin | 20px 40px 0 20px |
---|
id | 278853265 |
---|
class | clean small-text |
---|
| SUPPORT LEVELS
* Number of license technical contacts that may contact Brikit Support. |
|
|
...
| id | 337794446 |
---|
class | small-text clean |
---|
alternate-style | false |
---|
|
|
|
...
SLAs apply 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 take priority. (i.e. issues that hurt our customers' production applications: Level 1, Level 2 |
|
|
|
...
. "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. |
|
Content Block |
---|
margin | 0 40px |
---|
id | 424196408 |
---|
class | small-text clean |
---|
alternate-style | false |
---|
| Level of Severity | Description of Severity | Response Goal |
---|
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
...
Standard
...