Support Service Level Agreement (SLA) for Git Plugin for Jira

We aim to offer immediate help by responding to your support request to BigBrassBand within 24 business hours from the time of your request.  BigBrassBand will apply reasonable effort to provide assistance in accordance with the SLA.

We will not be responsible for any delays caused by the client or for any events beyond BigBrassBand's control.

Response time

BigBrassBand's business hours are Mondays to Fridays, 9AM-5PM U.S. Eastern Time.  BigBrassBand is closed on major holidays.

Support coverage

  • Help with installation issues.
  • Help with upgrade issues.
  • Help in troubleshooting issues with our add-ons.
  • Help in determining work-arounds.

Support limitation

  • Product training.
  • Customers without a valid and current license or active subscription.
  • Help on non BigBrassBand's add-ons.
  • Help on Confluence issues.
  • Help on Confluence versions unsupported by the BigBrassBand's add-ons.
  • Help on client configurations unsupported by the Confluence versions where the add-on is installed.
  • Beta or Development releases.
  • Support of any language other than English, Russian, or Spanish.