Bauer Information Technology is dedicated to providing consistent and responsible support to all our customers. We’ll make our best effort to respond to your request within 1 business day. We are happy to answer any questions you may have about product functionality and sales-related requests. If you are interested in additional premium support coverage or extra services, please let us know.
Business hours: 9am—5pm CET (UTC+01:00), Monday through Friday. Our support team is based in Munich, Germany and in Palma de Mallorca, Spain. We may be off hours during weekends and German public holidays.
Support Packages / Service Level Agreement (SLA)
Support for our products includes:
We’ll make our best effort to respond to your request within 1 business day.
Answering questions about product functionality and sales-related requests.
Investigating support cases related to our products.
Investigating complex cases that involves our product and Atlassian product, based on Atlassian’s support JIRA.
When a defect is identified, scheduling patches based on the latest version of the product. (Please note that you’ll need to have an active maintenance subscription to install a patch.)
Support for our products does not include:
Phone support, screen sharing, webinars
Support for issues that are not related to our products.
Support for non-GA versions (development builds, beta versions)
Investigating support cases for versions that have reached end of life.
Creating patches for previous versions of the product. (With the exception of critical security fixes.)
Currently, we don’t have premium support package as a regular offer. However, if you are interested in additional support coverage or extra services, please let us knowvia Help Center.