Service Level Agreement for Responsa support

When creating a support request, we will respond within no more than 24 business hours from the time of your initial request. Our goals are to answer the majority of requests within the same business day. Responsa 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 Responsa’s control.

Business Hours and Response Time

Responsa’s business hours are from 9:30 am to 5:30 pm GMT (+1:00), Monday through Friday. Our office is closed on national holidays listed on this calendar for Italy. All requests are answered within 24 business hours, excluding national holidays. We are constantly monitoring our support channels to respect the high priority of our enterprise customers and any critical issues.

Support Channels

You can request support sending an email to support.atlassian@goresponsa.com

Requests made through open forums such as Atlassian Answers are monitored by our support team and answered on a best-effort basis.

Responsa’s Support Includes:

• Assistance with configuring Responsa products
• Guidelines and best practices on Responsa products
• Help with troubleshooting problems with Responsa products
• Help with issues arising out of Responsa product upgrades

Responsa’s Support Does Not Include:

• Phone support
• Product training
• Support for Atlassian configurations not related to a Responsa product
• Help with programming against Responsa’s API
• Support in any language other than English and Italian