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Service Level Agreement

Customers are the most important priority for everyone at Good Software. Our goal is that all our customers are completely satisfied with our products and all interactions with our team.

Good Software Co. Pty Ltd (hereinafter “Good Software”) Service Level Agreement (”SLA”) covers Good Software Atlassian Add-ons (”Products”) exclusively and does not cover support of Atlassian software or any third party software.

Hosted Services

Good Software will make commercially-reasonable efforts to ensure Products provided in a hosted or cloud-based environment (”Hosted Services”) are available 24 hours a day, 7 days a week (excluding scheduled permitted maintenance downtime).

Good Software will use reasonable effort to ensure Products are available in accordance with this SLA, but can not be held responsible for unavailability caused by the customer or for reasons outside the control of Good Software (including but not limited to issues, bugs, changes and outages planned or unplanned in Atlassian products or scheduled maintenance and major outages of third party cloud service providers used by Good Software).

Business hours and response times

Good Software will respond within 24 business hours from the time of your request, although we frequently respond much sooner. Good Software will use reasonable effort to provide support in accordance with this SLA, but can not be held responsible for delays caused by the customer or for reasons outside the control of Good Software.

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.

How to log a support request

Support requests are logged by sending an email to support@goodsoftware.co.

Requests made through open forums such as Atlassian Answers are monitored by our support team and answered on a best-effort basis. Good Software cannot be held liable for any advice given by third parties or through the Atlassian Answers Forum.

In order to help us to investigate a reported problem and provide the solution as soon as possible, please provide us as much relevant information as possible, such as:

  • Add-on name and version you are using

  • Version of Confluence or other Atlassian application you are using

  • All information regarding the issue you are facing including steps to reproduce, screenshots, log files etc.

  • Web browser used and its version number

Good Software Support includes:

  • Help regarding Products with a valid commercial license

  • Help regarding Products under an active evaluation

  • Help with issues during installation of Products

  • Help with issues during Product upgrades, except when outlined in documentation

  • Help troubleshooting problems with Products

Good Software Support does not include:

  • Products that are marked as “Unsupported” on the Atlassian Marketplace

  • Other vendor add-ons or retired Products

  • Products on application versions or environments no longer supported by Atlassian

  • Early release, Beta or Development releases of Products

  • Atlassian application configuration unrelated to Products

  • Customers who do not have a valid and current license or active subscription

  • Languages other than English

  • Phone support

  • Product training

Last updated: February 20, 2017