When creating a support request for RefinedWiki’s Software the response will be no more than 24 business hours from the time of the request. Our intention is to help you as quickly as possible, but as we are a small company we appreciate your patience. RefinedWiki will offer Support in accordance with the SLA, but will not be responsible for delays caused by the Client or for reasons out of RefinedWiki’s control (including downtime or delays caused by a third party). Support for Data Center Customers is described in a separate section below.

Business Hours and Response Time

RefinedWiki’s business hours are Monday – Friday, 9AM-5PM CET. RefinedWiki is closed on major Swedish holidays including:

• Christmas Eve (24 Dec, 2022)
• Christmas Day (25 Dec, 2022)
• Boxing Day (27 Dec, 2022)
• New years’s Eve (31 Dec, 2022)
• New year’s day (01 Jan, 2023)
• Epiphany Day (06 Jan, 2023)
• Good Friday (Apr 7, 2023)
• Easter Monday (Apr 10, 2023)
• International Workers’ Day (01 May, 2023)
• Ascension Day (May 18, 2023)
• National Day of Sweden (06 Jun, 2023)
• Midsummer’s Eve (Jun 23, 2023)
• Midsummer’s Day (Jun 24, 2023)
• Christmas Eve (24 Dec, 2023)
• Christmas Day (25 Dec, 2023)
• Boxing Day (27 Dec, 2023)
• New years’s Eve (31 Dec, 2023)

Customer Support Includes:

• Help with issues during installation.
• Help with issues during upgrades.
• Help troubleshooting problems with RefinedWiki’s apps.
• Help identifying work-arounds.

Data Center Customer Support Includes:

• Escalation of tickets to the advanced support team at RefinedWiki.
• Prioritised response to tickets answered within 16 business hours.
• Help with issues during installation.
• Help with issues during upgrades.
• Help troubleshooting problems with RefinedWiki’s apps.
• Help identifying work-arounds.

Tickets from Data Center customers should be reported at the RefinedWiki Data Center Support project at support.refined.com or by sending an email to datacenter@refined.com

Support Does Not Include:

• Product training.
• Customers who do not have a valid and current license or active subscription.
• Support related to non-RefinedWiki’s apps.
• Support for Confluence Cloud/Server/DC or Jira Cloud/Server/DC issues.
• Support for Confluence Server/DC or Jira Server/DC versions that are no longer supported by RefinedWiki’s apps.
• Support for client configurations that are not supported by the Confluence Server/DC or Jira Server/DC versions that the app is installed on.
• Beta or development releases.
• Support related to custom designs created on top of RefinedWiki’s apps. Need this kind of assistance? Atlassian Solution Partners can help!
• Support in any language other than English.