SLA for BrizoIT Support

Service Level Agreement

For requests created through support desk we respond within no more than 24 business hours from the time of your initial request. Our goal is to answer the majority of requests within the same business day. We will not be responsible for any delays caused by customers for reasons beyond our control.

Business Hours and Response Time

Business hours are from 9am to 6pm EET, Monday through Friday. Our office is closed on Ukrainian national holidays listed here. All requests are answered within 24 business hours, excluding national holidays.

Support Channels

You can request support by submitting a ticket through support desk.

Our Support Includes

  • Assistance with installation and configuration of BrizoIT's apps
  • Help with troubleshooting problems with our apps
  • Help with issues arising out of BrizoIT's apps upgrades

Our Support Does Not Include

  • Phone support
  • Support for Jira configurations not related to BrizoIT's apps
  • Support in any languages other than English