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Support Service Level Agreement (SLA)

Our customers are the most important priority for everyone at view26. Our goal is that all our customers are completely satisfied with our products and any interactions with our team.

Response Times

When you make a support request to view26, we will respond no more than 24 business hours from the time of your request.

Business Hours

Our business hours are Monday – Friday, 9 AM – 5 PM CET. view26 is closed on major German Holidays.

Support Channels

Submit a request through our support system by clicking Create Support Request.

Requests made will be responded on a best-effort basis.

Support includes help with:

  • installation,

  • troubleshooting problems with view26 apps,

  • identifying work-arounds.

Support does not include help:

  • with product training,

  • for non-valid and non-current license or inactive subscription,

  • with non-view26 apps,

  • with Confluence/Jira issues,

    with Confluence/Jira versions that are no longer supported by the view26 apps,

    with client configurations that are not supported by the Confluence/Jira versions that the app is installed on,

  • with beta or development releases,

  • in any language other than English.

Bug fix policy

Fixes are not backported to previous versions due to

  • risk,

  • complexity,

  • changes to an API requirement,

  • code used by third party add-ons, or

  • infrastructure that we would usually reserve for a platform release.

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