Service Level Agreement

Owned by Gebsun
Last updated: Jul 10, 2020 by Pedro Fresco
1 min read

In case of any problems or questions regarding our applications, please contact us at  Gebsun Customer Service or support@gebsun.com.

Gebsun aims to respond no more than 24 business hours from the time of your request. We use our best effort  to perform the Support in accordance with the SLA, but we will not be responsible for delays caused by the Client or for reasons beyond our control.

Security bug fix Service Level Agreement (SLA)

Response time SLA to Atlassian for customer escalations less than 48h


Critical servility bugs, to be fixed in product within 1 week of being reported and confirmed

High servility bugs, to be fixed in product within 2 weeks of being reported and confirmed

Medium servility bugs, to be fixed in product within 4 weeks of being reported and confirmed


When a Critical security vulnerability is discovered by us or reported by a third party, and confirmed by us, we will issue a new, fixed release of the affected product as soon as possible.

Business Hours

Monday - Friday, 8AM-8PM Central European Time (CET)

Gebsun office is closed on major holidays including:

  • New Years Day (January 1st)
  • Christmas Eve (December 24th)
  • Christmas Day (December 25th)
  • Second Christmas Day (December 26th)
  • New Year’s Eve (December 31st)

Support Includes

  • help with issues during application installation
  • help with issues during application upgrades
  • troubleshooting of problems found in our application
  • help identifying workarounds

Support Does Not Include

  • application training
  • Clients who do not have a valid and current license or active subscription.
  • support related to non Gebsun applications
  • support for Confluence, JIRA or other Atlassian applications issues