GLiNTECH Service Level Agreement

Service Level Agreement

At GLiNTECH our goal is that all our customers are completely satisfied with our products and all interactions with our team. Please note we respond to all queries in English and that customers with current licenses or subscriptions to our products will receive highest priority.

Response Times

When you request support with a GLiNTECH product we will aim to first respond to 95% of all support ticket queries within 24 hours and 100% within 72 hours.

Business Hours

Our business hours are Monday through Friday from 9am to 5pm Australian Eastern Standard/Daylight Time. We are closed on major holidays in New South Wales, Australia. To see our business hours in your timezone check timeanddate.com.

Support Includes

  • Help with installation.

  • Help troubleshooting problems with GLiNTECH 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 GLiNTECH add-ons.

GLiNTECH is an Atlassian partner, so if you require support for Confluence/JIRA please call our Sydney office 02 9299 3999 or lodge a support request on our public service desk.

This is a separate team and this type of support is not covered by the GLiNTECH add-on team.