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 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 (dates with annual numbers change annually):
Date | Name |
|---|---|
Jan 01 | New Year's Day |
Mar 08 | International Women's Day |
Apr 18, 2025 | Easter Friday |
Apr 21, 2025 | Easter Monday |
May 01 | Labor Day |
May 29, 2025 | Ascension Day |
Jun 09, 2025 | Whit Monday |
Oct 03 | Day of German Unity |
Dec 24 | Christmas Eve |
Dec 25 | Christmas Days |
Dec 26 | Christmas Days |
Dec 31 | New 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.