Accxia App Datacenter SLAs

Atlassian Marketplace Terms

For all our Accxia Apps listed in the Atlassian Marketplace we provide the following SLAs:

Support between the hours of 9:00AM and 5:00 PM CET, from Monday to Friday, excluding German public holidays. 
Our SLAs are as follows:
First response within 4 hours.
We will initially respond to any ticket within 4hours of it being submitted.  (Time measured during business hours)
Further updates - 48 hours.
We will continue to provide further updates on tickets, where there is an ongoing action for Accxia.

Special Agreements for Intelligent User Manager (IUM)

Our special agreements for IUM automatically apply for P1 incidents related to our app IUM.

For all P1 incidents we provide a special support from 08:00 AM to 6:30 PM CET. First response within 1 hour, further updates between 4 and 8 hours.

Definition for a P1 is a systemwide issue which concerns half or more of your user base. We keep the right to downgrade your P1 to a lower tier if the definition is not applicable.

Please notify us via a ticket in our Servicedesk: https://helpdesk.support.accxia.com , via Phone + 49 (0) 89 215 37 35 or via Email to support@accxia.com