EasyKAD Support Policy
Effective starting: February 5, 2021
| Support Days | Monday to Friday Business Days1 |
| Support Hours | 9.00 am to 5.00pm |
| Products | EasyKAD™ Kanban Boards plugin for Jira Core and Jira Software (Cloud Versions only) |
| Ticket Lodgement | Logged using help icon on the EasyKAD™ top green navigation bar |
| Phone Support | Not available |
| Who can raise support requests | Jira Product Admins Jira Site Admins EasyKAD™ Kanban Board Administrators |
| Initial Response Times2 | Level 1: 1 Business Day Level 2: 2 Business Day Level 3: 3 Business Day Level 4: 5 Business Days |
| Language Supported | English |
| EasyKAD™ Supported Internet Browsers | Latest Version of Google Chrome Latest Version of Microsoft Edge |
Support Does Not Include:
- Users of Free plans who are only eligible for knowledgebase support
- Customers using the unsupported Internet Browsers such as: Mozilla Firefox, Apple Safari, Opera, Internet Explorer.
- Atlassian owned and controlled access and features including data, login and authentication, Atlassian APIs
- Product training for both Atlassian Jira and EasyKAD™
- Integrations with non-EasyKAD™ Third-party application or third-party plugins
- Professional Services
Support does include:
1Business Days are based on Sydney, Australia
Australian Eastern Standard Time AEST /UTC GMT+10 Winter,
Observing Australian Eastern Standard Time savings AEDT GMT/UTC +11 Summer.
2Initial Response Times – We will use commercially reasonable efforts to meet the target initial response time for the applicable impact level:
- Level 1: Application Down
Production application down or major malfunction affecting business and high number of staff - Level 2: Serious Degradation
Serious degradation of application performance or functionality - Level 3: Moderate Impact
Application issue that has a moderate impact to the business - Level 4: Low Impact/Inquiry
Issue or question with limited business impact