Service Level Agreement

Overview

i4ware Software (“i4ware”) provides customer support for all our apps listed on the Atlassian Marketplace. If you find yourself in need of support, you can create a support request using the i4ware - Help Center or send an email to info@i4ware.fi. Please note that by submitting a support request you are implicitly agreeing with our Privacy policy.

Customer Support policy

It is our intention to respond to support requests within 1-3 business days (excl. official Finnish holidays). Our office times are Monday to Friday, 8AM to 5PM UTC+3. We will try our best to help you solve the problem but cannot guarantee that we can provide a solution for each specific issue.

App support includes assistance with installation, configuring, troubleshooting, licensing, billing, product trials, upgrades and app usage. However, it does not cover training, Atlassian product-related issues, support for older unsupported app versions, or non-English support requests. We will attempt to assist customers on a best-effort basis without guaranteed issue resolution.

To facilitate efficient support, customers are expected to provide accurate and detailed information about their issue, including relevant system configurations and error messages encountered.

Any modifications not authorized by i4ware in writing made to the Software by Customer are prohibited. Correction by i4ware of difficulties or defects traceable to Customer's errors or systems changes shall be billed at I4ware’s standard time and material charges.

Are There Any Support Add-Ons?

We offer advanced support and maintenance services at additional costs. Please contact info@i4ware.fi with specific details.

Feedback

We value your feedback! Please share your experience and suggestions for improvement by contacting us at i4ware - Help Center or by e-mailing us to info@i4ware.fi. 

List of official Finish holidays excluding weekends 2024-2029

·         New Year's Day: January 1

·         Epiphany: January 6

·         Good Friday: April 5, 2024; March 28, 2025; April 10, 2026; March 26, 2027; April 14, 2028; March 30, 2029

·         Easter Monday: April 8, 2024; March 31, 2025; April 13, 2026; March 29, 2027; April 17, 2028; April 2, 2029

·         May Day: May 1

·         Ascension Day: May 16, 2024; May 8, 2025; May 21, 2026; May 13, 2027; May 4, 2028; May 10, 2029

·         Midsummer's Eve: June 21, 2024; June 20, 2025; June 19, 2026; June 25, 2027; June 23, 2028; June 22, 2029

·         Christmas Day: December 25

·         Boxing Day: December 26