Terms of Service
Preamble
The “Terms of Service” are based on the EULA - End User License Agreement.
Please read the EULA carefully.
Applicability
The “Terms of Service” refer to Apps from US (Start Off Easily) offered at the Atlassian Marketplace.
Termination
The offered Service ends by termination of the license.
Additional Users Obligations
Use of the app only for authorized purposes and in compliance with all applicable laws and regulations.
In particular, no improper use, such as spam, hacking, or distribution of illegal content.
Refraining from attempts to compromise the security of the app.
Providing constructive feedback to improve the app.
Notification to US of any security gaps or malfunctions.
In Support case please provide all helpful information (see EULA, <5>MAINTENANCE AND SUPPORT )
Maintenance
For free Apps we do not offer defined Maintenance. We try to keep the apps up-to-date.
For paid Apps we maintain the app according to Atlassian’s specifications or other technical requirements that will come up.
Support
Free Apps
For free Apps we do not offer a defined Service Level.
Paid Apps - Service Level Agreement
Support Channels
Official support is provided via email at support@startoffeasily.de.
A Service Desk will be published shortly.
Response Time (Best Effort)
We strive to respond to all support inquiries as quickly as possible:
Critical issues* : within 24 -72 business hours
High-priority issues* : within 3 business days
Normal requests: within 5 business days
Feature requests/low priority: within 7 business days
*Critical issues are defined as: is non-functional or business processes are blocked.
*High-priority issues are defined as: has partial functional problems.
We are constantly monitoring our support channels for critical issues.
During vacation periods or exceptional circumstances, these timeframes may be extended.
We cannot guarantee adherence to these response times and are not liable for any delays.
Business Hours
Support is available Monday–Friday, 9 AM–5 PM CET/CEST, excluding German national and Baden-Württemberg state holidays.
Requests outside business hours will be handled on the next business day.
Support of our Apps includes
Assistance with configuration, guidance on best practices, troubleshooting, post-upgrade issues.
Support of our Apps Does Not include
Phone support, training, support for users without a valid license, support in languages other than English or German.
Contact
Please contact us via email for any issue: support@startoffeasily.de.
We will do our best to resolve it to your satisfaction.
Escalation
If you do not receive a response within the expected timeframe, please send a follow-up email with "URGENT" in the subject line.
We will prioritize your request accordingly.