Mindpro Support & Service Level Agreement (SLA) ⚙️
Mindpro is committed to providing the highest quality service to our customers. Our dedicated Support experts are on-hand to ensure our customers continue to benefit from Mindpro's solutions with minimal disruption. By purchasing our Atlassian cloud apps, you also receive our fast, experienced, and, most importantly, human support services for your questions, issues, and needs. To ensure a clear understanding of the scope of our support service, we define this Service Level Agreement (SLA).
Availability & Service Requests Response ⏱️
This section shows Mindpro’s business hours, general availability, and SLAs for support services provided.
Mindpro's support availability and business hours are from 9:00 AM to 6:00 PM GMT-3, Monday through Friday.
Service requests received outside of office hours will be collected. However, no action can be guaranteed until the next working day.
Service Requests Response 💬
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:
High Priority - Within 8 business hours: Application down, major malfunction causing business revenue loss, high numbers of staff unable to perform their normal functions, or critical deployment activity failed.
Medium priority - Within 16 business hours: Application issue that has a moderate impact on the business or an issue with a workaround considered temporary.
lOW priority - Within 48 business hours: Question on how a particular feature or function performs or should be configured. An issue that has minimal impact on business and can be tolerated reasonably.
Support Services Scope 📋
This section shows the scope of the support services provided in this Service Level Agreement (SLA).
Support Scope includes ✅
Help to install and configure Mindpro apps
Help troubleshoot problems with Mindpro apps
Help with questions related to the Mindpro app’s usage
Help identify workarounds when using our apps
Help with issues arising out of Mindpro apps upgrades
Support Scope does not include 🚫
Phone support or Product workshop/training
Support related to apps other than Mindpro apps
Support to customers who don't hold a valid and current license or active subscription
Support for Atlassian products problems or help with configuring in a way that's unrelated to the use of our apps
Support to customers on a free plan will be limited to a reasonable amount and frequency.
Support in any language other than English or Brazilian Portuguese
How to report problems or ask questions? 💻
To raise a request for inquiries related to the installation apps, technical aspects, features, or any other issues, pick any of our support channels below.
Service Desk Portal (Primary Channel) 🧑🏻💻
To submit your support needs, questions or issues, you can use our Service Desk Portal to register and track your tickets. Just click the link below or access it right here.
Click in the link above to go to Mindpro’s Service Desk Portal
Uptime & Status ☁️
We want to provide full transparency of how reliable our apps are, so if there are any issues with any of our apps, our customers will know as soon as we do. This section shows the links to track our products' availability and status in real-time.
Products Uptime 🕝
We aim for 99.99% uptime for our Atlassian Cloud-based Apps. That’s why we are constantly working to reduce latency, maintain reliability, and scale with your organization's needs.
Real-Time Status 🖥️
We publish our service availability status in real-time for our customers using our StatusPage portal.