Service Level Agreement

Updated September 22nd, 2015

This Service Level Agreement (“SLA”) describes the support provided to users of the Scrum Poker for JIRA plug-in (the “Services”) on the Atlassian Marketplace.

At any time we may modify this SLA by posting a revised version at scrumpoker.shiwaforce.com/sla. By using the Services or accessing our support, you agree to the latest version of this SLA.

1. Definitions

1.1. “Supported Software” shall mean the Scrum Poker for JIRA plug-in available on the Atlassian Marketplace.

1.2. “Documentation” shall mean the user guide for the Supported Software.

1.3. “Failure” shall mean any kind of operation of the Supported Software, which is not in line with the prevailing functional descriptions or may render the Supported Software, or any part thereof, unfit for use.

1.4. “Ticket” shall mean the description of a Failure of the Supported Software by the Customer – including the description of the failure – sent via email to ScrumPoker@ShiwaForce.com accompanied by a unique identifier assigned by the Contractor upon receipt.

1.5. “Final Solution” shall mean any solution successfully eliminating the failure indicated on the Ticket or providing complete answer to the Question.

1.6. “Feature request” shall mean a new function of the system.

2. Support Availability

2.1. The Contractor shall provide support for the Supported Software between 9.00 AM and 5.00 PM CET every working day according to the Hungarian working day calendar.

2.2.The current schedule of public holidays in Hungary can be found at: https://en.wikipedia.org/wiki/Public_holidays_in_Hungary

2.3. Response Time to requests will be within 24 hours, excluding weekends and public holidays, from time of receipt locally (CET).

2.4. The language used for support will be English.

3. Definition of Support

3.1. Installation support

3.2. License and version upgrade support

3.3. Evaluation of failures solely related to the operation of Scrum Poker for JIRA

3.4. Support in implementing a work-around when applicable

4. Support Ticket Process

4.1. All support requests are handled exclusively by email.

4.2. Upon receipt of a support request by email, a “ticket” is issued with a unique identifier.

4.3. Response to customer support request within 24 working hours.

4.4. Joint effort with the customer to eliminate the Ticket issue as quickly as possible.

4.5. Closure of support request upon satisfactory resolution of the Ticket issue.

4.6. In case resolution is not found satisfactory, the Customer needs to provide details and further information for the Ticket.

4.7. The support process is considered closed in case the customer does not respond to our email requests in a timely manner (within 5 working days).