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 incredible 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
In order for us to serve you at the earliest, we request you to create support tickets on our service desk. This way, you are always up-to-date on the progress made on your request and also helps us streamline the processes internally & resolve your tickets at the earliest.
Here is a handy list of all our service desk links
End User License Agreement
We have a common EULA to support all our Atlassian apps. It can be End User License Agreement (EULA).
Data Security & Privacy Policy
Please find the link to our Privacy Policy.
Response Times
If your request is routed through the above service desk, you can expect our first response to be 2 business days from the time of your request. 2 business days is the maximum response time, we are usually much faster & you would receive the response in a few hours.
Business Hours
Business hours are 11 AM to 8 PM Indian Standard Time. We are closed on major holidays in India.
IST = (GMT + 5.50 hrs)
What kind of support do we offer?
It is important to note that our support is limited to the products listed above. Typically following items are covered in the support
Maximum 3 free product demos
Help with installation
Help with troubleshooting problems with our apps
If you do not have a paid active subscription to our apps, we reserve the right to deny any support request.
Are there any support add-ons?
We offer customized SLAs at additional costs. Please contact apploud@trundl.com with specific details.