SAML Single Sign On Current: Support Service Level Agreement Support Service Level Agreement 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 SatisfactionSLA AchievementCustomer SupportCustomers 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: http://resolution.de/go/support.Alternatively, you can open a ticket by sending an email to email@example.com.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 HoursOur business hours are : Monday - Friday, 9:00 AM - 5:00 PM CET/CESTSupport will not be provided on weekends and on these public holidays in Germany:DateNameJan 01 2020NeujahrApr 10 2020KarfreitagApr 12 2020OstermontagMay 01 2020Tag der ArbeitMay 21 2020Christi HimmelfahrtJun 01 2020PfingstmontagJun 11 2020FronleichnamDec 24 2020HeiligabendDec 25 20201. WeihnachtsfeiertagDec 26 20202. WeihnachtsfeiertagDec 31 2020SilvesterWith prearrangement, we may offer support that is outside our business hours. However, this cannot be guaranteed. Bug Report and Feature RequestWe cannot offer 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 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.