Service Level Agreement

Customers are the most important priority for everyone at Bauer. Our goal is that all our customers are completely satisfied with our products and all interactions with our team.

Response Times

When you request support with an Bauer product we will respond within 24 business hours from the time of your request. We will do our best to get back to you much sooner, but we are a small company, so we appreciate your patience.

Business Hours

Our business hours are Monday through Friday from 9am to 5pm Central European Time (CET). We are closed on major holidays in Germany. To see our business hours in your timezone check timeanddate.com.

Support Channels

Create Support Request

Submit a product support request through our JIRA Service Desk or raise a usage query via our Atlassian Answers topics for each product:

• Bauer Agile User Story Map PRO for JIRA on Atlassian Community

Requests made via Atlassian Answers will be responded to on a best-effort basis.

Support Includes

• Help with installation.
• Help troubleshooting problems with Bauer add-ons.
• Help identifying work-arounds.

Support Does Not Include

• Product Training.
• Customers who do not have a valid and current license or active subscription.
• Support related to non Bauer add-ons.
• Support for Confluence/JIRA issues.
• Support for Confluence/JIRA versions that are no longer supported by Atlassian or Bauer add-ons.
• Support in any language other than English or German (contact our international partners for support in your language).