Service level agreement
Consulting and Training Service Level
For our consulting and training services, please work with your Expium representative regarding your specific needs.
SaaS Product Service Level
Our goal is to offer 99.9% uptime or better for our SaaS products; this uptime is necessarily limited by the uptime of other systems that our products integrate with, and of the hosting services used to operate our products. At this time we do not offer a specific prorated refund policy, because our SaaS products are offered for sale via the Atlassian marketplace.
SaaS Support Service Level
We usually respond to your support requests by the next business day, and often on the same business day.
Our business hours are Monday through Friday, 9AM – 5PM US Central Standard Time (CDT). We are closed on US national holidays, as well as the day before Christmas, New Year's Eve day, the day after Thanksgiving, and occasionally other holidays.
Please see our Support page to make a support request.