Support & Service Level Agreements (SLA)

How to get help

Following support channels are available:

  1. Review our public documentation.

  2. Raise a support request at our help desk.

  3. Ask a question in the Atlassian community.

Support for our Atlassian Marketplace apps includes the following:

  1. Investigation of problems with our apps.

  2. Support with the installation of our apps.

  3. Support for upgrades and updates of our apps.

Rating and response time

We will try to answer you as fast as possible. Our business hours are Monday to Friday from 8 am to 5 pm (CET), German and Hessian Holidays excluded.



Response time


Problem with an app in a production environment, which causes the system or a critical business process to not work correctly or with severe cutbacks.

8 business hours


Other problems with our apps.

24 business hours