Service Level Agreement for Jira Finance support

When creating a support request through JiraFinance's service desk, 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.

JiraFinance 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 JiraFinance’s control.

Business Hours and Response Time

JiraFinance’s business hours are from 10 am to 7 pm GMT +5, Monday through Friday. All requests are answered within 24 business hours. 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 through one of the following channels:

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

JiraFinance's Support Includes:

  • Assistance with configuring JiraFinance
  • Guidelines and best practices on JiraFinance 
  • Help with troubleshooting problems with JiraFinance

JiraFinance's Support Does Not Include:

  • Phone support
  • Product training
  • Support for JIRA configurations not related to a JiraFinance 
  • Support in any language other than English and Russian