Support service level agreement

When creating a support request to RefinedWiki, we will respond no more than 24 business hours from the time of your request. Our intention is to help you faster, but as we are a small company we appreciate your patience. RefinedWiki will use reasonable efforts to perform the Support in accordance with the SLA, but will not be responsible for delays caused by the Client or for reasons beyond RefinedWiki’s control (including downtime or delays caused by a third party).

Business Hours and Response Time

RefinedWiki’s business hours are Monday – Friday, 9AM-5PM CET. RefinedWiki is closed on major Swedish holidays including:

  • New Years Day (January 1st)
  • Epiphany (January 6th)
  • Good Friday (April 14th, 2017. March 30th, 2018. April 19th, 2019. April 10th, 2020)
  • Easter Monday (April 17th, 2017. April 2nd, 2018. April 22nd, 2019. April 13th, 2020)
  • International Workers’ Day (May 1st)
  • Ascension Day (May 25th, 2017. May 10th, 2018. May 30th, 2019. May 21th, 2020)
  • National Day of Sweden (June 6th)
  • Midsummer Eve (June 23rd, 2017. June 22nd, 2018. June 21st, 2019. June 19th, 2020)
  • Midsummer’s Day (June 24th, 2017. June 23rd, 2018. June 22nd, 2019. June 20th, 2020)
  • All Saints Day (November 5th, 2016. November 4th, 2017. November 3rd, 2018. November 2nd, 2019. October 31st, 2020)
  • Christmas Eve (December 24th)
  • Christmas Day (December 25th)
  • Second Christmas Day (December 26th)
  • New Year’s Eve (December 31st)

Support Includes

  • Help with issues during installation.
  • Help with issues during upgrades.
  • Help troubleshooting problems with RefinedWiki’s add-ons.
  • Help identifying work-arounds.

Support Does Not Include

  • Product Training.
  • Customers who do not have a valid and current license or active subscription.
  • Support related to non RefinedWiki add-ons.
  • Support for Confluence issues.
  • Support for Confluence versions that are no longer supported by RefinedWiki’s add-ons.
  • Support for Client-Configurations that are not supported by the Confluence versions that the add-on is installed on.
  • Beta or Development releases.
  • Support related to custom designs created on top of RefinedWiki Original Theme. Need this kind of assistance? Atlassian Experts can help!
  • Support in any language other than English.