Overview
This Support Policy outlines the support services provided by DahalCorp Pty Ltd ACN 666 997 422 ("Provider") for the Atlassian Forge Confluence Macro ("Product") offered through the Atlassian Marketplace. It is an Attachment to the End-User License Agreement (EULA) based on the Bonterms Standard Agreement for Marketplace Transactions Version 1.0, as referenced in the Provider-Specific Terms.
1. Support Hours
- Availability: Support is available on Thursdays only, from 10:00 AM to 5:00 PM Australian Eastern Standard Time (AEST), excluding public holidays observed in New South Wales, Australia.
- Outside Hours: No support is provided outside these hours unless otherwise agreed in writing via an Amendment to the EULA.
2. Support Channels
- Primary Channel: Support requests must be submitted via email to support@dahalcorp.com (or an alternative email provided in the Marketplace listing).
- Response Acknowledgment: An initial acknowledgment will be sent within the specified response times below during Support Hours.
3. Support Levels and Response Times
Support is provided based on the priority level of the issue, as determined by the Customer and reasonably assessed by DahalCorp Pty Ltd:
| Priority Level | Description | Initial Response Time |
|---|---|---|
| Priority 1 (Critical) | Product is completely unavailable or unusable, causing significant business impact. | Within 3 business days during Support Hours. |
| Priority 2 (High) | Product functionality is severely impaired, but a workaround exists. | Within 6 business day (next Thursday if submitted outside Support Hours). |
| Priority 3 (Medium/Low) | Minor issues, questions, or enhancement requests not affecting core functionality. | Within 12 business days (next Thursday if submitted earlier in the week). |
- Business Day: Defined as Thursday, 10:00 AM to 5:00 PM AEST, excluding public holidays.
- Resolution Time: No guaranteed resolution time is provided; efforts will be made on a reasonable basis during Support Hours.
4. Scope of Support
- Included: Assistance with installation, configuration, and troubleshooting of the Product as documented in the Marketplace listing or official documentation.
- Excluded: Support for Third-Party Platforms (per Section 7 of the Standard Agreement), custom modifications, or issues arising from Customer’s misuse or non-compliance with the EULA.
5. Customer Responsibilities
- Provide clear, detailed descriptions of issues, including error messages, screenshots, or logs where applicable.
- Ensure initial attempts to resolve issues using available documentation have been made.
- Respond promptly to follow-up questions from DahalCorp Pty Ltd during Support Hours.
6. Escalation
- If a Customer believes a Priority 1 issue is not being addressed adequately, they may escalate by emailing escalation@dahalcorp.com (or an alternative provided). Escalation responses follow the same Priority 1 timeline.
7. Limitations
- Support is provided "as is" with no additional warranties beyond those in the EULA.
- DahalCorp Pty Ltd reserves the right to refuse support for issues outside the Product’s intended use or scope.
Last Updated: March 03, 2025