SUPPORT SERVICE LEVEL AGREEMENT

When creating a support request to catworkx, we will respond no more than 24 business hours from the time of your request.

catworkx will use reasonable efforts to perform the support in accordance with this Software Service License Agreement (SLA), but will not be responsible for delays caused by the client or for reasons beyond catworkx's control.

Support Hours and Response Time

catworkx's support hours are Monday to Friday, 8:00 PM - 18:00 PM CET (Central European Time). catworkx is closed on major German/Hamburgian holidays including:

Support Includes

Support Does Not Include

Emergency Phone Number

catworkx OTRS Integration for JIRA

OTRS Integration for JIRA allows data sharing between support agents working with OTRS and software developers working with JIRA including automated issue creation, mapping of important field between tickets and issues as well as sharing comments.

catworkx Outlook Integration for JIRA

The Outlook Integration for JIRA add-in for Microsoft Outlook enables you to create JIRA issues from e-mails or to add e-mails as comments to existing JIRA issues. After the installation in Outlook 2007, 2010 or 2013 it will add new items to the explorer, inspector and the context menu of Outlook to provide the features listed below.

Issue Publisher for Jira

With catworkx Issue Publisher for JIRA, you can automatically create and update Confluence pages that include current information about your JIRA issue(s). This allows you to generate issue documentation, project reports, etc. automatically out of a JIRA application (JIRA Core, JIRA Software, JIRA Service Desk).

catworkx SEP sesam Backup for JIRA

You are looking for a reliable backup and recovery solution for Atlassian JIRA? With the world's first backup plug-in "SEP sesam Backup for JIRA - by catworkx" and the bundled SEP sesam ONE Backup Server, administrators are able to protect and recover the whole JIRA infrastructure i ncluding all plug-ins and settings consistantly. Creating individual staging systems, adapting the infrastructure to growing demands and much more now becomes reality. SEP’s Hybrid Backup solution SEP sesam protects absolutely reliable any company data from medium-sized and large enterprises since 20 years an d supports all virtualization platforms, operating systems, databases and applications - and now, SEP sesam is the world's first backup and recovery solution for Atlassian JIRA.

Confluence Revision Plugin

The revision plugin marks a page for resubmission. It ships with assignments to responsible users, notifications as well as a 2 phase escalation feature. For each page you could configure individual properties. Just refer to "tools" and clic on "revision". You´ll be prompted to provide a responsible user and the next due date for resubmission. An email notification will remind the responsible user about due dates. If nothing happens, the revision feature fire the escalation phase 1. That could mean another user or even a group of users get notified about outstanding actions by email.

catworkx Push and Pull Favorites

The Push and Pull Favorites Plugin provides JIRA or project administrators with a functionality to extemally control the users favorite lists regarding dashboards and filters.

catworkx Thunderbird Integration for JIRA

This is a plug-in for Mozilla Thunderbird 3.3+/Seamonkey 2.x which is able to create Jira issues out of e-mails or add the content of an e-mail as a comment on an issue. After the installation of the plug-in you need to setup the URL to Jira and the login credentials in the preferences dialog of the extension. On a right click on an email you now will see two new items in the context menu: 'Create Jira Issue' and 'Add as Jira comment'. When you select one of them a new dialog window will open.