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1 | 1 | --- |
2 | 2 |
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3 | | -title: GitKraken GIJ Self-Hosted Terms and Conditions |
| 3 | +title: GIJ Terms and Conditions |
4 | 4 | description: |
5 | 5 | taxonomy: |
6 | 6 | category: git-integration-for-jira-data-center |
7 | 7 |
|
8 | 8 | --- |
9 | 9 |
|
10 | | -Gitkraken’s goal is to ensure you can use Git Integration for Jira app and it’s related products (Dev Info for Jira, CI/CD for Jira, Team Insights for Jira, GIJ Cloud, GIJ Data Center) effortlessly and with minimal friction. In the unlikely event that you need to reach out to a human, refer to our current terms and conditions below. |
| 10 | +Gitkraken’s goal is to ensure you can use Git Integration for Jira (GIJ) effortlessly and with minimal friction. In the unlikely event that you need to reach out to a human, refer to our current terms and conditions below. The section below covers Git Integration for Jira Cloud. |
11 | 11 |
|
12 | | -You can always reach out to us via [Contact support](/git-integration-for-jira-data-center/gij-self-hosted-contact-support/). |
| 12 | +You can always reach out to us via [Contact support](https://help.gitkraken.com/git-integration-for-jira-data-center/gij-self-hosted-contact-support/). |
13 | 13 |
|
14 | | -### Services Covered |
| 14 | +## Support Coverage & Commitments |
| 15 | +GitKraken provides technical support for Git Integration for Jira (GIJ) in alignment with the Service Level Agreements (SLAs) applicable to your edition of GIJ. Please note that support is provided from 10A UTC to 10P UTC, Monday to Friday, excluding US public holidays. |
15 | 16 |
|
16 | | -We aim to offer immediate assistance by responding to your support request within 24 business hours from the time of your request. Available support options include phone and video-chat with screen sharing capability. Visit our [app support page](https://help.gitkraken.com/git-integration-for-jira-data-center/app-support-gij-self-managed/) for information such as supported Jira and MS browser versions, and end of life policy. |
| 17 | +### Git Integration for Jira Cloud |
| 18 | +- **GIJ Standard**: Support response within **one business day via email** |
17 | 19 |
|
18 | | -GitKraken will apply a reasonable effort to provide assistance in accordance with the SLA. We will not be responsible for any delays caused by the client or for any events beyond our control. |
| 20 | +-**GIJ Advanced**: Support response within **six business hours, with access to both **email and live chat support** |
19 | 21 |
|
20 | | -### Support Coverage |
| 22 | +### Git Integration for Jira Data Center |
21 | 23 |
|
22 | | -We will provide: |
| 24 | +- Support response within **one business day via email** |
23 | 25 |
|
24 | | -* Assistance with: |
25 | | - * installation issues |
26 | | - * upgrade issues |
27 | | - * troubleshooting issues with the use of our apps |
28 | | -* Help with determining workarounds |
29 | | -* Zoom meeting one-on-one review of your app setup/configuration |
| 26 | +**Important**: SLA commitments apply exclusively to **paid Git Integration for Jira licenses** with **current and active License Maintenance coverage**. |
30 | 27 |
|
31 | | -### Exceptions and Limitations |
| 28 | +To ensure the best support experience, please refer to our [Support & Compatibility Information](https://help.gitkraken.com) for details on: |
32 | 29 |
|
33 | | -This SLA is written in good faith. GitKraken will always do everything possible to rectify every issue in a timely manner. However, there are exclusions. |
| 30 | +- Supported Jira versions |
34 | 31 |
|
35 | | -This SLA does not apply to: |
| 32 | +- Browser compatibility |
36 | 33 |
|
37 | | -* Product training |
38 | | -* Customers without a valid and current license or active subscription |
39 | | -* Assistance with: |
40 | | - * Apps developed by companies other than GitKraken |
41 | | - * Issues with Atlassian’s Confluence |
42 | | - * Confluence versions not supported by GitKraken’s apps |
43 | | - * Client configurations not supported by the Confluence version where the app is installed |
44 | | -* Beta or development releases |
45 | | -* Support of any language other than English, Russian, or Spanish |
| 34 | +-Service limitations |
46 | 35 |
|
47 | | -### Customer Responsibilities |
| 36 | +- End-of-life policies |
48 | 37 |
|
49 | | -**Git Integration for Jira as a Self-Managed App**<br> |
50 | | -GitKraken’s support policy is consistent with [Atlassian’s End of life policy (EOL)](https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html), for self-managed Jira (Server and Data Center). Atlassian supports feature versions for two years after release. GitKraken products for self-managed Jira are supported for at least two years. Additionally – we support older versions of Jira when it is technically possible. See official version compatibility at the [Atlassian Marketplace: Versions](https://marketplace.atlassian.com/apps/4984/git-integration-for-jira/version-history) page. |
| 38 | +While GitKraken will make every reasonable effort to meet these response timelines, we are not liable for delays resulting from customer-side issues or events outside of our control. |
51 | 39 |
|
52 | | -**Git Integration for Jira as a Cloud App**<br> |
53 | | -GitKraken’s support policy is consistent with [Atlassian’s End of life policy (EOL)](https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html), for Jira Cloud. We follow Atlassian’s guidelines for deprecated features and support cycles. For either platform, make sure that your JRE is on the current version so that it is in line with security updates and features. |
| 40 | +## Scope of Technical Support |
54 | 41 |
|
55 | | -### GIt Integration for Jira Support |
| 42 | +As part of your active support plan, GitKraken will provide assistance with the following: |
56 | 43 |
|
57 | | -* Support requests for Git Integration for Jira Data Center app are to be submitted at [Contact Support](https://help.gitkraken.com/git-integration-for-jira-data-center/gij-self-hosted-contact-support/). Interactions with users submitting tickets are done primarily through emails, though other communication services such as phone calls, screenshare services might be used to deliver Support Services. |
| 44 | +- **Installation issues** – Help with initial setup and deployment of Git Integration for Jira |
| 45 | +- **Upgrade issues** – Support during version upgrades of the app |
| 46 | +- **Troubleshooting** – Diagnosis and resolution of errors or unexpected behavior in the app |
| 47 | +- **Configuration reviews** – Virtual meetings (for eligible plans) to review and optimize your app setup |
58 | 48 |
|
59 | | -* We still offer limited support to Jira Server clients. For more information, see **For Self-hosted clients** bulleted item below. |
| 49 | +## Support Exceptions & Limitations |
60 | 50 |
|
61 | | -* Support Hours are 7:00am to 4:00pm Monday to Friday, ArizonaTime (UTC-7) with a response time of 1 (one) business day. While support requests can be submitted by users at any time, responses to requests and interactions with support are provided during Support Hours only. |
| 51 | +GitKraken is committed to resolving issues promptly and professionally, in alignment with our Service Level Agreements (SLAs). However, certain requests fall outside the scope of our standard support. |
62 | 52 |
|
63 | | -* If you are a subscriber to Git Integration for Jira Data Center app, you are entitled for a guaranteed support. This includes any of our bundle products such as CI/CD for Jira and Team Insights for Jira. |
| 53 | +**This SLA does not cover:** |
64 | 54 |
|
65 | | -* Git Integration for Jira Data Center app is available on platforms that Jira supports. See the current supported versions on our [Atlassian Marketplace Versions](https://marketplace.atlassian.com/apps/4984/git-integration-for-jira/version-history) page. |
| 55 | +- **Product training** |
| 56 | +- **Support requests for licenses that are not covered by an active License Maintenance agreement** |
| 57 | +- **Customers using the app beyond [stated usage limits](https://help.gitkraken.com/git-integration-for-jira-cloud/gij-standard-vs-advanced/)** |
| 58 | +- During troubleshooting, we may recommend upgrading to a different edition of Git Integration for Jira if usage exceeds the limits defined for your current plan. |
66 | 59 |
|
67 | | -* Best effort support is provided for Students and Education users, we aim to respond quickly and help as much as possible, but we do not have any guaranteed response window. |
| 60 | +**We are unable to provide assistance for:** |
| 61 | +- Apps not developed by GitKraken |
| 62 | +- Issues related to Atlassian Confluence |
| 63 | +- Confluence versions not supported by GitKraken apps |
| 64 | +- Unsupported client configurations for the installed Confluence version |
| 65 | +- Beta or development versions of our apps |
| 66 | +- Support in languages other than English |
68 | 67 |
|
69 | | -* While we try to accommodate everyone who reaches out, a response is not guaranteed to all users. This includes any users who are free users, students and academics, and a couple of scenarios below: |
| 68 | +## Platform Compatibility & Customer Responsibilities |
| 69 | +To ensure optimal support, GitKraken follows [Atlassian's official End of Life (EOL) policies](https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html) and expects customers to maintain compatible environments. |
70 | 70 |
|
71 | | - * For Self-hosted clients, we will provide some additional support -- since the license is technically indefinite for a long time and the application will continue to be working. Until the Server is completely gone, support would still apply and we will try to assist Server users regardless of their license status. |
| 71 | +**Self-Managed Jira (Data Center)** |
| 72 | +GitKraken’s support policy aligns with Atlassian’s EOL guidelines for self-managed Jira. Atlassian supports each feature version for two years after its release, and GitKraken extends support for at least the same duration. In some cases, we may support older Jira versions when technically feasible. |
72 | 73 |
|
73 | | -* For Cloud clients, we will also provide support where: |
| 74 | +Refer to the [Atlassian Marketplace Versions Page](https://marketplace.atlassian.com/apps/4984/git-integration-for-jira/version-history) for official version compatibility details. |
74 | 75 |
|
75 | | - * the app doesn’t function due to license being expired; and |
76 | | - |
77 | | - * app installation needing to be manually re-enabled once the license is renewed. |
78 | | - |
79 | | -### Support Period |
80 | | - |
81 | | -We will support Generally Available (GA) releases of products. Eligible code fixes and hot fixes are provided via a new release (Z) on top of the latest "Major release" and "minor release" branch. A major release is identified by a change in the first (X), minor release is identified by the second (Y) digit in the following versioning nomenclature: Version X.Y.Z. |
82 | | - |
83 | | -As a best practice, we expect customers to stay at the current release in order to receive optimal support. Release updates for customers are provided regularly on the [Atlassian Marketplace](https://marketplace.atlassian.com/apps/4984/git-integration-for-jira-github-gitlab-and-more?tab=overview&hosting=datacenter) for each GitKraken product related to Git Integration for Jira: |
84 | | - |
85 | | -* Git Integration for Jira Cloud |
86 | | -* Git Integration for Jira Data Center |
87 | | -* Dev Info for Jira |
88 | | -* CI/CD for Jira |
89 | | -* Team Insights for Jira |
90 | | - |
91 | | -While we will provide troubleshooting assistance to GA products, we might ask customers to upgrade to the current release during the troubleshooting process in order for them to receive functionality enhancements, security updates, and code fixes. |
92 | | - |
93 | | -### End-of-Life |
94 | | - |
95 | | -GitKraken will support a Major release for a period of at least 12 (twelve) months from the major release, excluding minor and patch releases (eg version 4.Y.Z will be eligible for support for 12 month period from when the 4.0.x version was released). However, while troubleshooting customer issues, a customer may be asked to upgrade to the current release. |
96 | | - |
97 | | -GitKraken’s end-of-life policy provides that GitKraken will provide customers with at least sixty (60) days’ prior notice before discontinuing any product. After the End of Life Period expires, GitKraken will no longer be obligated to provide support services for the deprecated software. |
98 | | - |
99 | | -### End of Life (EoL) process |
100 | | - |
101 | | -The decision to retire or deprecate features follows a rigorous process, including understanding the demand, use, impact of feature retirement, and, most importantly, customer feedback. Our goal is to invest resources in areas that will add the most value for the most customers. GitKraken is committed to being clear, transparent, and proactive when interacting with our customers, especially about changes to our products. |
102 | | - |
103 | | -To that end, we will do our best to follow these guidelines when retiring functionality: |
104 | | - |
105 | | -- **Advance notice:** For the EoL of major features or products, we will attempt to notify customers at least 60 (sixty) days in advance. |
106 | | - |
107 | | -- **Viable alternatives:** GitKraken will strive to provide viable alternatives to our customers when retiring functionality. These may be alternative offerings from GitKraken or recommended alternatives from 3rd party providers. Where possible and appropriate, GitKraken is willing to provide migration support assistance to customers to alternatives for retired functionality. |
108 | | - |
109 | | -- **Continued support:** GitKraken commits to providing continued support for functionality until its retirement date. |
110 | | - |
111 | | -We may need to accelerate the timeline for EoL of functionality in extenuating circumstances, such as essential changes necessary to protect the integrity of our platform or the security of our customers and others. In these cases, we put the highest priority to bring those changes to commence as immediate as possible. For more information, see [Security and Trust](https://www.gitkraken.com/git-integration-for-jira/security-and-trust). |
112 | | - |
113 | | -Similarly, integrated third-party software or services may need to be retired due to the third-party decision to change or retire their solution. In these situations, the pace of retirement will be beyond our control. |
114 | | - |
115 | | -However, even under these circumstances, we will provide as much advance notice as possible. |
116 | | - |
117 | | -Visit the [EULA](https://www.gitkraken.com/eula-gij), [Privacy Policy](https://www.gitkraken.com/privacy-gij) and [App support](/git-integration-for-jira-data-center/app-support-gij-self-managed/) pages for more information. |
| 76 | +**Jira Cloud** |
| 77 | +For Jira Cloud, GitKraken adheres to Atlassian’s deprecation and support timelines. We monitor and adapt to changes in Atlassian’s platform to ensure continued compatibility and support. |
118 | 78 |
|
| 79 | +**Note**: For both cloud and self-managed environments, ensure that your Java Runtime Environment (JRE) is up-to-date to benefit from the latest security patches and application features. |
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