Service-level agreement

Response times

On business days, we guarantee a response within 24 hours from the time of your support request. However, as we are strongly focused on satisfying the needs of our customers quickly, we usually get back to you much sooner.

Business hours

Our business hours are Monday to Friday from 8:00 am to 5:00 pm in the CEST timezone.

Support channels

The primary channel of support is via our service help desk.

Alternatively, you can contact us at hello@b1nary.io or make a request via the Atlassian Community. However, requests made through open forums such as the Atlassian Community are monitored and responded to only on a best-effort basis.

In any case, we would like you to describe your request the best you can (if necessary with pictures or screen shots), so that we can understand the problem and help you quickly.

Support includes

• Help installing and configuring our apps
• Help troubleshooting problems with our apps
• Help identifying workarounds

Support does not include

• Phone support
• Product training
• Support to customers who don’t hold a valid and current licence or active subscription
• Support related to apps other than ours
• Support for configuring Atlassian products in a way that’s unrelated to the use of our apps
• Support in any language other than English or German
• Support to customers on a free plan will be limited to a reasonable amount and frequency