The Izymes team is committed to a code of practice and support that facilitates business and team growth at scale. We take the time to collaborate, listen and understand each client’s needs, pain-points and goals.

Support Response Times

Level Description Commercial Support
1 Production application down or major malfunction resulting in majority of users unable to perform their normal functions. Response: 4h
Solution: 1d
2 Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. Response: 1d
Solution: 2d
3 Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Response: 2d
Solution: 5d
4 Minor loss of application functionality or product feature question. Response: 4d
Solution: 1m
Support for free Atlassian Marketplace add-ons is provided on a ‘Best Effort’ basis in combination with all available crowd support from Atlassian Answers.