Service Level Agreement
Deiser provides consistent and responsible support to all our customers* and for the following product categories:
Products manufactured by Deiser:
Products manufactured by other companies, distributed and implanted in Spain by Deiser:
All products and apps** manufactured by Atlassian.
We'll make our best effort to respond to your request within no more than 1 business day.
* To receive support from Deiser you must have bought the product to us directly or through a third party and need to have an active maintenance subscription.
** Third party apps are not included.
Support Channels
You can request support through one of the following channels:
Jira-based support at https://help.Deiser.com
You can also ask for help from community at https://community.atlassian.com/
We recommend posting support requests to our JIRA. In addition to keeping the history of support requests for future analysis, our JIRA also offers you to specify urgency level for your request, allowing us to prioritize and address critical issues first.
Schedule
8:00 am — 7:00 pm CET, Monday through Thursday
8:00 am — 3:00 pm CET, on Friday
Our support team is based in Madrid, Spain (GMT+1)
We may be off hours during Spanish public holidays. (But we try to keep an eye on incoming requests and answer urgent messages during off hours as well.)
What does this support include?
Product Support INCLUDES | Product Support NOT INCLUDES |
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