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Support Policy

1. Introduction
  • This Kolekti support policy and service level terms document (“Support Policy”) describes Kolekti’s support and service level offering in connection with Customer-reported questions, requests for assistance, bugs, defects or errors in the Kolekti Products (“Support Issues”).
  • This document is incorporated by reference into the Kolekti End User License Agreement (“EULA” or “Agreement”) and capitalized terms not defined in this Support Policy have the meaning given to them in the Agreement (including its associated addenda, appendices, policies and other terms referenced therein).
  • Kolekti shall provide application support for the Products (“Support”) in accordance with the terms of this Support Policy and the Agreement.
  • Customers shall receive Kolekti’s general Support offering, “Standard Support” or Kolekti’s enhanced offering, Advanced App Edition Support,” as designated in the applicable Order or otherwise based on the support levels / tiers described in this Support Policy (“Support Level”). Kolekti may update this Support Policy from time to time.
2. Support – overview and general provisions
  • Kolekti shall use commercially reasonable endeavours to provide English-speaking remote assistance for Support Issues for its Products, as further described in this Support Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds. Kolekti may use personnel from its affiliates, subcontractors or partners around the world to provide the Support.
  • Kolekti shall also provide the specific entitlements for the corresponding edition of the Product or tier for Support procured by Customer, as further described in this Support Policy.
  • For Standard Support, The Adaptavist Group Support team operates 24/5 and aims to respond within 24 hours to new support requests and provide an update at least every 48 hours for existing support requests.
  • For Advanced tier support, we operate 24/7 and aim to respond within 12 hours to new support requests and 24 hours for existing requests, though we frequently respond much faster than this. Our global support team provides 24/5 coverage across APAC, EMEA and AMER timezones.
  • The Kolekti Support Policy covers Kolekti Products exclusively and does not cover support of any third party software.
3. Support hours
  • The Adaptavist Group Support team provides support for Kolekti customers in accordance with the support package bundles in their license. Our global support team provides coverage across APAC, EMEA and AMER timezones.
  • For Standard Support, The Adaptavist Group Support team supports Kolekti customers 24h per day Monday to Friday (24/5).
  • For Advanced App Edition Support support, The Adaptavist Group Support team supports Kolekti customers 24h per day Monday to Sunday (24/7).
4. Standard (Tier) Support Details
4.1 Eligibility for Standard Tier
Standard support for Kolekti Products is available to:
  • Customers with a valid commercial license for a Kolekti Product.
  • Customers with a Kolekti Product with a Community, Non-profit, Developer, or Open Source licence of Atlassian software.
  • Customers with an Evaluation License for a Kolekti Product and a previously valid commercial license.
  • Evaluation License holders reviewing a Kolekti Product.
  • Evaluation license holders for a Kolekti Product who are performing a migration and previously held a valid commercial license.
4.2 Scope of support for Standard Tier
Standard support includes:
  • Support for issues during installation of Kolekti Products.
  • Support for issues when upgrading of Kolekti Products.
  • Help identifying and troubleshooting problems with Kolekti Products.
  • Help identifying workarounds to problems caused by problems with Kolekti Products.
  • Reproducing and creating bug reports for Kolekti Products.
  • Guidance around Kolekti add-on best practices and principles.
  • Migration guidance for Kolekti Products.
  • Security guidance for Products, per Kolekti’s online Product documentation.
  • Access to our product documentation.
  • Where available for specific Products as set out in the Product documentation, In-app live-chat support via Intercom.
  • Product tour bookings with our Customer Success Team.
4.3 Exclusions for Standard Tier
Standard tier support excludes:
  • Support for customers who do not have a valid or active Kolekti license
  • Support related to non-Kolekti Products.
  • Support related to Kolekti Products that have been retired.
  • Support for using the host environments that Kolekti Products run in.
  • Support for Kolekti Products in Confluence, or other Atlassian application versions that are no longer supported by Atlassian.
  • Support for Kolekti add-ons in an environment no longer supported by Atlassian, such as particular Web Browsers and Databases versions.
  • Beta or Development releases of Kolekti Products.
  • Support for any third-party software, integrations or services not owned by Kolekti.
  • Development support or escalations over the weekend.
  • Non-English language support.
  • Any commitment or guarantee to fix or resolve or provide a workaround for Support Issues, or any commitment for future Product changes or fixes.
5. Advanced App Edition (Tier) Support
5.1 Eligibility for Advanced Tier
Advanced support for Kolekti Products is available to customers with a valid commercial Advanced App Edition license.
5.2 Scope of support for Advanced Tier
  • All support services included in Kolekti’s Standard Product Support offering.
  • Support for our Advanced Tier features as outlined on the Products' Atlassian Marketplace page.
  • Priority in support queues.
  • 24/7 Support from our Support Team.
  • Targets for first response times in 12h and follow-up responses within 24h.
  • Training for Kolekti products provided by our Customer Success team.
5.3 Exclusions for Advanced Tier
  • Any of the support services excluded in Kolekti's Standard Product Support offering.
  • Any commitment or guarantee to fix or resolve or provide a workaround for Support Issues, or any commitment for future Product changes or fixes.
6. How to log a support request
Customers with a valid Kolekti Product license can create support requests via The Adaptavist Group Support Portal.
In order to help us to investigate a reported problem and provide the solution as soon as possible, please complete all required fields and provide as much detail as possible.
7. Other Support and Training.
As further described below, Kolekti also offers various support and training resources such as documentation, community forums, FAQs and user guides available or fee-based consultation and training services.
7.1. Enterprise Support service contracts
We appreciate that some clients will require support that falls outside of the aforementioned Product Support scopes. We offer enhanced support service contracts which can be tailored to meet your specific requirements, including support for Atlassian products, all Adaptavist Group products including free add-ons, and also third-party licences.
If you would like to know more about Enterprise Support for our products and add-ons, contact us for more details.
7.2. Atlassian Community support
Over the years, a large and active Atlassian Community has grown. Generally, this community is a powerful resource for you to make use of, particularly if you have chosen not to purchase a commercial support contract with Kolekti.
The primary way to interact with this community is through the Atlassian Community forum. It is here that you will find suggestions, help, advice, and good practice.
The Adaptavist Group cannot be held liable for any advice given by third parties or through the Atlassian Community forum. For commercial contracts, please see our Enterprise Support service contracts section above.