Service Level Agreement

Overview

This Service Level Agreement applies to all Mobility Stream customers. When creating a support request through Mobility Stream’s service desk, we will respond within 48 business hours of your initial request (24 hours for business critical requests). Our goal is to answer the majority of requests within the same business day. Mobility Stream will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond MobilityStream’s control.

Business Hours and Response Time

MobilityStream’s business hours are from 9am to 5pm CST, Monday through Friday. All requests are answered within 48 business hours (24 hours for business critical requests). We are constantly monitoring our support channels to respect the high priority of our enterprise customers and any critical issues.

Support Channels

You can request support through one of the following channels:

Submitting a ticket through Mobility Stream’s Service Desk
Sending an email to: support@mobilitystream.com
Requests made through open forums such as Atlassian Answers or Add-On Reviews are monitored by our support team and answered on a best-effort basis.

Mobility Stream’s Support Includes

Assistance with configuring Mobility Stream’s products
Guidelines and best practices on Mobility Stream products
Help with troubleshooting problems with Mobility Stream’s products
Help with issues arising out of Mobility Stream’s product upgrades

Mobility Stream’s Support Does Not Include

Phone support
Product training
Support for Jira configurations not related to a Mobility Stream product
Support in any language other than English and German

This Service Level Agreement may change at any time.

We also adhere to the Atlassian Marketplace Trust for all of our Add-ons that carry the Cloud Security Participant & Cloud Fortified badges.

Version: February 2024