Service Level Agreement

Once a support request to Nearsoft Inc has been created, we will make our best-effort to respond to your request within the next business day. We strive to respond to your request as fast as possible and, as a small company, we especially appreciate your patience. Nearsoft Inc will use reasonable efforts to perform the Support in accordance with this Service Level Agreement and is not responsible for delays caused by the Client or for reasons beyond Nearsoft Inc’s control.Business HoursNearsoft Inc’s business hours are Monday – Friday, 9AM – 5PM PST. Nearsoft Inc is closed on major Mexican holidays.Support ChannelsTickets submitted at https://planningpoker.atlassian.net/servicedesk/customer/portal/2Emails sent to hello@softwaredevtools.comPlease note that by submitting a support ticket or sending a support email you are implicitly agreeing with our Privacy Policy.STANDARD SUPPORT INCLUDESHelp with issues during installationHelp troubleshooting problemsHelp identifying work-aroundsWHERE WE CANNOT HELP YOUFor our Atlassian appsIf you are using a version of Confluence or Jira version which has not been formally released or supported by our add-onsIf you are using a version of Confluence or Jira no longer supported by AtlassianIf you don’t have an active subscription or maintenance licenseTroubleshooting problems related to underlying Confluence or Jira problemsFor our Freshworks appsIf you are using a version of Freshdesk or Freshservice no longer supported by FreshworksIf you don’t have an active subscription or maintenance licenseTroubleshooting problems related to underlying Freshdesk, Freshservice, Trello or MercadoLibre problemsSE HABLA ESPAÑOLBesides English, we also speak Spanish. You can request help in English or Spanish, but we usually respond in English.