Product Support Service Level Agreement (SLA)

Owned by Tom Chan
Aug 17, 2019
2 min read

Candylio Software Pte. (the company) aims to respond within 24 hours to new support requests and provide an update at least every 48 hours for existing support requests, although we frequently respond much faster. With clients working across many different timezones, we try to prioritise our support requests, so that we can provide the best level of support for all our customers across several continents. We take exceptional effort to provide support in accordance with our SLA, but can not be held responsible for delays caused by the Client or for reasons outside of the company's control.


Our Product Support SLA covers Candylio Software add-ons exclusively and does not cover support of Atlassian software or any third party software.

Our Product Support Includes:

  • Help regarding purchased add-ons with a valid commercial license.

  • Help regarding paid add-ons under evaluation.

  • Help with issues during installation of add-ons.

  • Help with issues during add-ons upgrades, except when outlined in Documentation.

  • Help troubleshooting problems with add-ons.

  • Help identifying workarounds related to add-ons.

Our Product Support Does Not Include:

  • Training for add-ons and products.

  • Customers who do not have a valid and current license or active subscription of our add-ons.

  • Support for Confluence, JIRA or other Atlassian applications issues.

  • Support for our add-ons in Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian.

  • Support for our add-ons in the environment no longer supported by Atlassian, in particular Web Browsers and Databases versions.

  • Support for our add-ons applied to a Community, Non-profit, Developer or Open Source license of Atlassian software.

  • Support for our free add-ons.

Business Hours and Response Time

Our Support team is based in Ho Chi Minh City, Vietnam and so our core business hours are Monday — Friday, 09:00 — 17:00 VN time. Our Standard Product Support Service is closed during major VN holidays.

How to Log a Support Request

Support requests are logged via the contact form, available at our Service Desk portal https://candylio.atlassian.net/servicedesk/customer/portal/9.

In order to help us to investigate a reported problem and provide the solution as soon as possible, please provide us as much relevant information as possible, such as:

  • Add-on name and version you are using

  • Version of Confluence or other Atlassian application, you are using

  • All information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.

  • Web browser used and its version number.