---
title: "Service Level Agreement"
canonical: "https://support.covectors.io/space/SA/502366428/Service%20Level%20Agreement"
format: markdown
---
## Overview

At Vectors, our customers are our top priority. We are committed to providing responsive, reliable support and ensuring complete satisfaction with our Atlassian plugins and all interactions with our team. This Service Level Agreement outlines our support commitments, business hours, response times, and the scope of support we provide.

## Business Hours and Availability

Our support team is based in Tunis (Tunisia), Vectors' support business hours are:  
**Monday – Friday: 8:00 AM – 5:00 PM GMT+1 (Central European Time)**

### Holidays

Vectors' support services are closed on the following dates:

- New Year's Day (January 1st)
- Revolution Celebration Day (December 17th)
- Independence Day (March 20th)
- Labor Day (May 1st)
- Republic Day (July 25th)

During these holidays, support responses will resume on the next business day.

Our Support Services may be partially unavailable during the French Holidays (Mainly for issues requiring special access to infrastructure) :

- Easter Monday (April 21st)
- Victory in Europe Day – VE Day (May 8th)
- Ascension Day (May 29th)
- Whit Monday / Pentecost Monday (June 9th)
- Bastille Day / National Day (July 14th)
- Assumption Day (August 15th)
- All Saints’ Day (November 1st)
- Armistice Day (November 11th)
- Christmas Day (December 25th)


## Support Channels and Ticket Management

All support requests should be submitted through our [support portal](https://support.covectors.io/). This is our primary channel for support tracking and ensures that all customer communications are properly documented and managed.

Support requests initiated through alternative channels, such as to Atlassian Answers, email, or phone calls, will be transferred to our JIRA system. To ensure timely responses and accountability, we recommend submitting all support requests directly through our support portal at [https://support.covectors.io](https://support.covectors.io) . Please note that if a support issue is not tracked within JIRA, Vectors cannot guarantee response times or take responsibility for delays.

## Response Times

When you submit a support request to Vectors, we commit to providing an initial response within 24 business hours from the time of your request. 

**Standard Support**: 24 business hours

For Customers experiencing critical issues, we can organize a conference call within 24 hours of ticket submission or email notification to assist with debugging and resolution.

## Supported Languages

We provide support in English and French.

## Scope of Support

### What We Support

Vectors support includes assistance with the following:

- Installation and upgrade processes for our apps
- Troubleshooting technical issues related to Vectors applications and features
- Resolving license and application-related problems
- Identifying effective workarounds for known issues

### What We Do Not Support

The following items are not covered under our standard support services:

- Product training and live demonstrations
- Issues related to Confluence or Jira platforms themselves, rather than our apps
- Licenses that are non-valid, non-current, or involve inactive subscriptions
- Applications not developed by Vectors
- Confluence or Jira versions that are no longer supported by Vectors applications & Atlassian
- Client configurations that do not align with the supported Confluence or Jira versions on which the app is installed

### Custom Development and Advanced Services

Requests for custom behaviors, adaptations, or feature development within our apps fall outside the scope of standard support. These demands can be escalated to our Service Team for further evaluation and quotation.

## Security Bug Fixes

Vectors follows Atlassian's Security Bug Fix Policy for addressing security-related vulnerabilities in our Cloud and Data Center applications. Security-related bugs are treated with the highest priority and fixed according to Atlassian's established timelines and procedures. For details on Atlassian's specific security patch timelines, please refer to [Atlassian's official Security Bug Fix Policy documentation](https://developer.atlassian.com/platform/marketplace/security-bugfix-policy/).

## Regular Bug Fixes and Updates

While Vectors do not guarantee the resolution of every reported bug, we are committed to continuously improving our applications.  
We regularly measure the impact of bugs and prioritize fixes based on severity, user impact, and our development roadmap. All bug fixes are delivered with the latest version of our apps. 

## Commitment to Continuous Improvement

As a dedicated member of the Atlassian ecosystem, Vectors is committed to maintaining and improving our applications in alignment with Atlassian's platform updates and security standards. We welcome feedback through our [support portal](https://support.covectors.io/) and are always working to enhance our products and services to better serve our customers.