venITure aims to respond within 48 hours to new support requests and provide an update at least every 72 hours for existing support requests, although we frequently respond much faster. Currently we can only provide support times for German time zone from 9:00 AM to 18:00 PM.
Our SLA covers only the products provided by venITure
Standard Product Support Includes:
Help regarding purchased venITure apps with a valid commercial license
Help regarding paid venITure Apps under evaluation
Help with issues during installation of venITure Apps
Help with issues during venITure Apps upgrades, except when outlined in Documentation
Help troubleshooting problems with venITure Apps
Help identifying workarounds related to venITure Apps
Standard Product Support Does Not Include:
Training for Apps and products
Customers who do not have a valid and current license or active subscription of Apps
Support related to non- Apps
Support related to Apps that have been retired
Support for Confluence, JIRA or other Atlassian applications issues
Support for custom scripts written by customers and used in Apps
Support for Apps in Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian
Support for Apps in the environment no longer supported by Atlassian, in particular Web Browsers and Databases versions
Beta or Development releases of Apps
Support for Apps applied to a Community, Non-profit, Developer or Open Source license of Atlassian software
Support for free Apps
Business Hours and Response Time
Our Head Office is based in Cologne, Germany and so our core business hours are Monday — Friday, 09:00 — 17:00 German time. Our Standard Product Support Service is closed during all german holidays.
How to Log a Support Request
Support requests are logged via the contact form, available here.
In order to help us to investigate a reported problem and provide the solution as soon as possible, please provide us as much relevant information as possible, such as:
App name and version you are using
Version of Confluence or other Atlassian application, you are using
All information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.
Web browser used and its version number
Enterprise Support Service Contracts
We appreciate that some clients will require support that falls outside of the Standard Product Support scope. We offer enhanced support service contracts which can be tailored to meet your specific requirements, including support for Atlassian products, all products including free Apps and also third party licenses.