Service Level Agreement

This SLA applies to all of our apps sold via the Atlassian Marketplace. For our other products and services, a different SLA may be applicable.

Adding value to our customers' businesses is of the highest importance for everyone at Trundl. We serve the customers not only through our products but also through our support. Key aspects of our support offerings are outlined in this agreement.

Support Channels

Please create support tickets on our service desk so we can serve you quickly and efficiently. This way, you are always up-to-date on the progress made on your request, and it also helps us streamline the processes internally and resolve your tickets as soon as possible.

Here is a handy list of all our service desk links

• Trundl Support / Documentation

End User License Agreement

We have a common EULA for all our Atlassian apps.

Data Security & Privacy Policy

Our Privacy Policy outlines our privacy policies and procedures.

Response Time

If your request is routed through our service desk, you can expect our first response to be within twenty-four hours (one business) day from the time of your request or less. That said, our typical response times are usually three hours or less.

Business Hours

Business hours are 10 AM to 10 PM (12:30 pm ET) Indian Standard Time.
We are closed on major holidays in India.

If you need support during U.S. business hours, please let us know, and we can work together to find a schedule that matches your hours.

IST = (GMT + 5.50 hrs)

What kind of support do we offer?

It is important to note that our support is limited to the Trundl products listed in the Atlassian Marketplace.

Typically, the following items are covered in the support

• Product demonstrations for prospective customers

• Help with installation and getting started for new customers

• Help with troubleshooting problems with our products

Feature Requests

We seriously consider all feature requests for all of our products.

Please tell us about your use case and request a meeting to help us understand how your request would help improve your experience with our product. We’ll be happy to discuss your request and, if feasible, add it to our backlog.