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We strive to provide prompt, effective support to our clients. This page describes our Service Level Agreeement (SLA) targets

Fixes and Improvements

We do not specify a timeframe for feature improvements and bugs, however it is taken into consideration by the team to be included in a future release. Customizations are taken on a case-to-case basis and may incur a charge depending on the scope of work involved.

Priority Process

Incoming triage and serious bugs take precedence over other requests. Requests are prioritized based on criteria including but not limited to:

  1. Severity of issue.
  2. Importance to customer.
  3. Applicability to other customers via feedback and discussion on forums, boards and the Atlassian marketplace
  4. Availability of acceptable workarounds.
  5. Availability of customer to provide access to the Go2Group team to access the instance via remote access.

Business Hours

Our offices are located across the world and we shall try to resolve your request as soon as possible. Core business hours are from 9 AM – 5 PM, Monday to Friday except holidays

Contacts

Email to support@go2group.com

Tickets raised on our support tracker at http://support.go2group.com/

Telephone at +1 877-442-4669

Go2Group Products

Best effort only by our ticket system.  Of course you are welcome to try other avenues of support such s an email after making a ticket, but the official support is via ticket system only.

If you do require higher level support, you can achieve this via an Annual Support Agreement, please contact sales@go2group.com for more information.