Support Services for Jira Cloud Apps
This form serves all Cloud Apps for Jira made by Moser Labs
Effective Date: April 12, 2023
Document Owner: Moser Consulting
Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
● Email support: Monitored 9:00 A.M. to 5:00 P.M. EST Monday – Friday
● Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Customer Requirements
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
Severity - First response - Coverage
Critical - 1 working day - 8h per day, Monday to Friday
Severe - 2 working days - 8h per day, Monday to Friday
Medium - 5 working days - 8h per day, Monday to Friday
Low - 10 working days - 8h per day, Monday to Friday