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). Support for Data Center Customers is described in a separate section below.

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 19th, 2019. April 10th, 2020)
  • Easter Monday (April 22nd, 2019. April 13th, 2020)
  • International Workers’ Day (May 1st)
  • Ascension Day (May 30th, 2019. May 21th, 2020)
  • National Day of Sweden (June 6th)
  • Midsummer Eve (June 21st, 2019. June 19th, 2020)
  • Midsummer’s Day (June 22nd, 2019. June 20th, 2020)
  • All Saints Day (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 apps.
  • Help identifying work-arounds.

Support to Data Center Customers Includes

  • Tickets from Data Center customers should be reported at the RefinedWiki Data Center Support project at support.refinedwiki.com or by sending an email to datacenter@refinedwiki.com.
  • Tickets from Data Center customers will be escalated to the advanced support team at RefinedWiki.
  • First response to tickets from Data Center customers is 16 business hours
  • Help with issues during installation.
  • Help with issues during upgrades.
  • Help troubleshooting problems with RefinedWiki’s apps.
  • 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 apps.
  • Support for Confluence issues.
  • Support for Confluence versions that are no longer supported by RefinedWiki’s apps.
  • Support for client configurations that are not supported by the Confluence versions that the app is installed on.
  • Beta or development releases.
  • Support related to custom designs created on top of RefinedWiki’s apps. Need this kind of assistance? Atlassian Solution Partners can help!
  • Support in any language other than English.