Support Service Level Agreement (SLA)

Owned by Alexander Shchagin
Last updated: Mar 01, 2023
1 min read

Version 1.0, effective March 1, 2023

Technical Support Hours and Response Time

Support hours are Monday to Friday, 9:00 to 17:00 Central European Standard Time.

Initial response time: 8 business hours.

We aim to provide updates to existing support requests at least every 16 business hours.

Products and Services Included

We provide support for the following products:

  • Field Security app for Jira

  • Scripting Suite Pro for Jira

Both Server and Data Center environments are supported.

Services included:

  • Help and support regarding purchased apps mentioned above with a commercial license with active support and maintenance period, including issues with installing, upgrading and using the app.

  • Help and support regarding the apps mentioned above with an active evaluation license.

Services not included:

  • Support for the base Jira application.

  • Support for any third-party apps.

  • Support for Scripting Suite (non-Pro) free app.

We do not provide support for the scripts written by the customer in Scripting Suite Pro app as a part of the basic SLA. However, if such support is required, please open a support request to negotiate the conditions.

How to Open a Support Request

Support requests are logged via the support portal: https://quisapps.atlassian.net/servicedesk/customer/portal

To help us investigate an issue and provide a solution as soon as possible, please provide us with as much relevant information as possible, such as:

  • App name and version you are using

  • Version of Jira you are using

  • All information regarding the issue you are facing, including log files, steps to reproduce, screenshots, etc.

Phone support is not available. Occasionally we may ask customers to provide us with remote access via a screen-sharing application, such as Zoom or Google Meet, to provide better support, and only if this is acceptable to the customer.