Everyone at Stiltsoft Europe is dedicated to adding value to our customers in their expertise scope. Our customers' needs are of the highest priority for the Handy Macros for Confluence team.
Our SLA goal
We aim at 99.9% of our customers' satisfaction with the Handy Macros for Confluence app functionality, performance, and team interactions.
Target Response Time
Our response time is one business day. However, our target response time is within 12 hours of a business day. That means that when you submit a support request to us, we will respond no more than one business day from the time of your request.
Business Hours
Our business hours are Monday – Friday,10:00 AM - 7:00 PM GMT+3/GMT+2 (summer/winter time). Note that we are closed on major holidays and can respond on the next business day.
Support System
We have two ways of contacting the Handy Macros for Confluence team:
- click this link to submit a support request for any technical issues, bugs, or questions
- click this link to submit a feature request or share any ideas with us
We're always glad to hear from you and guarantee that all the requests made through our forums will be responded ASAP.
Support Use Cases
Although our Support team tries to do their best to answer your questions and assist you with any requests, mind that not all cases are covered with SLA.
Our support includes help with:
- the Handy Macros for Confluence app installation
- troubleshooting problems with the app performance and functionality
- identifying workarounds and bug fixing in accordance with our internal bug fixing prioritization and feasibility policy
Our support doesn't include help with:
- product training (although we do have a lot of information articles in our blog and strive to advise our customers whenever possible)
- troubleshooting issues for non-active licenses or inactive subscriptions,
- any other apps but for Handy Macros for Confluence
- Confluence issues and bugs
- non-supported Confluence versions for the Handy Macros for Confluence app
- beta or development releases
- any operations with your internal infrastructure (for Data Center and Server versions of the app), including advising on database operations
- requests submitted in other languages than English
Bug fixing policy
We perform bug fixes in accordance with our internal bug fixing prioritization and feasibility policy. We guarantee the availability of 99.9% uptime for the app's core functionality.
Fixes are not backported to previous versions according to the risk/value matrix due to complexity, changes to an API requirement, or potential impact on other functionality.