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 Neujahr
Mar 08 Internationaler Frauentag
Apr 15 2022Karfreitag
Apr 18 2022Ostermontag
May 01 Tag der Arbeit
May 26 2022Christi Himmelfahrt
June 6 2022Pfingstmontag
Oct 03Tag der deutschen Einheit
Dec 24Heiligabend
Dec 251. Weihnachtsfeiertag
Dec 262. Weihnachtsfeiertag
Dec 31Silvester

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.