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This Service Level Agreement applies to all Mobility for JIRA Stream customers. When creating a support request through MobilityStream’s support Mobility Stream’s service desk, we will respond within 48 business hours of your initial request (24 hours for business critical requests). Our goal is to answer the majority of requests within the same business day. MobilityStream Mobility Stream will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond MobilityStream’s control.
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MobilityStream’s business hours are from 9am to 5pm METCST, Monday through Friday. All requests are answered within 48 business hours (24 hours for business critical requests). We are constantly monitoring our support channels to respect the high priority of our enterprise customers and any critical issues.
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Submitting a ticket through MobilityStream’s Mobility Stream’s Service Desk
Sending an email to: support@mobilitystream.com
Requests made through open forums such as Atlassian Answers or Add-On Reviews are monitored by our support team and answered on a best-effort basis.
MobilityStream’s Mobility Stream’s Support Includes
Assistance with configuring MobilityStream’s Mobility Stream’s products
Guidelines and best practices on MobilityStream Mobility Stream products
Help with troubleshooting problems with MobilityStream’s Mobility Stream’s products
Help with issues arising out of MobilityStream’s Mobility Stream’s product upgrades
MobilityStream’s Mobility Stream’s Support Does Not Include
Phone support
Product training
Support for JIRA Jira configurations not related to a MobilityStream Mobility Stream product
Support in any language other than English and German
This Service Level Agreement may change at any time.
We also adhere to the Atlassian Marketplace Trust for all of our Add-ons that carry the Cloud Security Participant & Cloud Fortified badges
Version: July 2020February 2024