Support Service Level Agreement (SLA)

Our customers are the most important priority for everyone at Scandio. Our goal is that all our customers are completely satisfied with our products and any interactions with our team.

Response Times

When you make a support request to Scandio, we will respond no more than 24 business hours (three working days) from the time of your request.

Business Hours

Our business hours are Monday – Friday, 9 AM – 5 PM CET. Scandio is closed on major German Holidays.

Support Channels

Submit a request by sending an email to sales@scandio.de

Support includes help with:

installation
troubleshooting problems with Scandio apps,
identifying work-arounds.

Support does not include help:

with product training,
for non-valid and non-current license or inactive subscription,
with non-Scandio apps,
with Confluence/Jira issues,
with Confluence/Jira versions that are no longer supported by the Scandio apps,
with client configurations that are not supported by the Confluence/Jira versions that the app is installed on,
with beta or development releases,
in any language other than English or German.

Bug fix policy

Fixes are not backported to previous versions due to

risk,
complexity,
changes to an API requirement,
code used by third party add-ons, or
infrastructure that we would usually reserve for a platform release.