Namo Crosseditor for Jira Support Terms and Service Level Agreement

Owned by 설진호
Last updated: 2019-03-05
1 min read

The Namo Crosseditor for Jira("the plugins") require no functionality outside of your hosting server in order to function. The uptime of the plugin, under the vast majority of conditions, will match that of the hosting server.

Namo Crosseditor for Jira provides ticketing support for the plugins at the our support desk. The initial response time (in business hours) to the ticket depends on the priority of the problem:

  • Highest: 2 hours
  • High: 4 hours
  • Medium: 8 hours
  • Low: 12 hours
  • Lowest: 24 hours

The resolution time of the incident depends upon the complexity of the issue and the time customers take to respond to requests for additional information. NamoEditor's target is to respond to each communication within the same interval as for initial communication, during business hours.


Business hours are

  • Monday - Friday, 09:00 - 18:00 KST, Korea Standard Time (UTC+09:00)


Support issues include:

  • Help with plugin installation and upgrades
  • Help with loss of functionality and data in the plugin


Support issues not included:

  • General product training/usage
  • Support for customers without a valid license
  • Support for customers whose licenses were discounted by 50% or more without specific agreement support was included in the package
  • Support for JIRA issues
  • Support for issues only present when 3rd party plugins are used
  • Support for JIRA versions expired in Atlassian's EOL policy