Service level agreement

Tronikel will respond within 24 hours to new support and maintenance requests and provide an update at least every 72 hours for existing requests. We make effort to respond in accordance with our SLA. However, some delays remain outside of our control

Our SLA covers T Lesson Log cloud app exclusively and does not cover support or maintenance of Atlassian software or any third party software. We require customers to have a valid SEN (Support Entitlement Number) in order to receive support

Standard Product Support and/or Maintenance Include:

Help regarding purchased Tronikel cloud app with a valid commercial license
Help troubleshooting problems with Tronikel cloud apps
Help identifying workarounds related to Tronikel cloud apps

Standard Product Support and/or Maintenance does not Include:

Training for Tronikel cloud apps
Support for illegally installed Tronikel cloud apps
Support related to Tronikel retired cloud apps
Support related to non-Tronikel cloud apps
Support for Jira or other Atlassian application issues
Support for Tronikel cloud 'apps in unsupported versions of Atlassian applications

Our support hours are from Monday to Friday: 09:00 - 17:00 (EEST)

Our support is not available on official Lithuanian holidays.

Main support channel Support portal

Phone contact +370-621-86695

How to log support and/or maintenance request

We recommend to send all requests here via TRONIKEL SUPPORT PORTAL https://tronikel-support.atlassian.net/servicedesk/customer/portals