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: https://resolution.de/go/support.

Alternatively, you can open a ticket by sending an email to atlassianplugins@resolution.de.

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:

DateName
Jan 01 2021Neujahr
Mar 08 2021Internationaler Frauentag
Apr 02 2021Karfreitag
Apr 05 2021Ostermontag
May 01 2021Tag der Arbeit
May 13 2021Christi Himmelfahrt
May 24 2021Pfingstmontag
Oct 03 2021Tag der deutschen Einheit
Dec 24 2021Heiligabend
Dec 25 20211. Weihnachtsfeiertag
Dec 26 20212. Weihnachtsfeiertag
Dec 31 2021Silvester

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 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.