Service Level Agreement

Effective Starting 15-01-2023

​

This document provides AssertThat’s Service Level Agreement for the following products:

• AssertThat - BDD & Cucumber for Jira

• Gherkin Editor for Bitbucket Cloud

 

When you create a support request through the available support channels, we will respond within 24 business hours from the time of your initial request.  Our goal is to respond to the majority of requests within the same business day.  While AssertThat will make reasonable efforts to provide support in accordance with this Service Level Agreement, it will not be responsible for any delays caused by the customer or for reasons outside of AssertThat’s control.

​

Business hours and response time

AssertThat business hours are from 9 am to 5 pm GMT, Monday to Friday.  Our office is closed on national holidays listed on this calendar for the UK https://www.gov.uk/bank-holidays. 

We closely monitor our support channels and requests are answered within 24 business hours, excluding national holidays. 

​

Support Channels

You can request support by submitting a ticket through our support channel.

​

AssertThat support includes:

• Assistance with configuring AssertThat’s products

• Guidelines and best practices on AssertThat’s products

• Help with troubleshooting problems with AssertThat’s products

• Help with issues arising out of AssertThat’s product upgrades

​

AssertThat support does not include:

• Phone support

• Product training

• Support for configurations not related to an AssertThat product

• Support in any language other than English