This agreement covers our support scheme for SAML Single Sign-On for Jira, Confluence, Bitbucket, and Bamboo. Our goal is to provide consistent fast response time for support, clear and effective communication, and quality solutions for all our customers. 

See how we are doing against our promises:

Customer Support

Customers can expect a first response to support requests within 1 business day (8 business hours).

Please request support using the Resolution Service Desk Customer Portal:

Alternatively, you can open a ticket by sending an email to

Please use English or German for requests.

The service desk customer portal is the primary communication channel. If required, we will call you back or schedule a Zoom-Meeting.

Business Hours

Our business hours are : Monday - Friday,  9:00 AM - 5:00 PM CET/CEST

Support will not be provided on weekends and on these public holidays in Germany (dates with annual numbers change annually):

Jan 01 New Year's Day
Mar 08 International Women's Day
Mar 29, 2024Easter Friday
Apr 01, 2024Easter Monday
May 01 Labor Day
May 09, 2024Ascension Day
May 20, 2024Whit Monday
Oct 03Day of German Unity
Dec 24Christmas Eve
Dec 25Christmas Days
Dec 26Christmas Days
Dec 31New Year's Eve

With prearrangement, we may offer support that is outside our business hours. However, this cannot be guaranteed. 

Bug Report and Feature Request

We cannot offer a specific fix time for Bug Reports and Feature Requests, but they are reviewed regularly to be included in a future release. Bug fixes and committed features are made available in the regular released versions. In many cases, a Pre-Release is available containing fixes and improvements to provide a more timely response to requests and as an opportunity for customer feedback. Pre-Releases can be used at first as a substitute for the finished release, but still could contain errors. So please use them with caution and contact the above customer support if necessary.