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.
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:
Support for configurations not related to an AssertThat product
Support in any language other than English