End-User License Agreement for Server / Data Center - valid as of 1.Oct.2021

Data Security and Privacy Statement

Data Storage

The applications developed by Nemetschek Bulgaria do not store data outside of JIRA Server except the data that can be downloaded via the JIRA Service Desk Customer Portal by the customer. All the content handled by our App is stored directly into the JIRA server instance as we do not store user-sensitive data. At times, we may temporary store some configuration information (cache) required for the operation of the apps. For license validation, we only store client information provided and generated by Atlassian for that purpose.

People and Access

Our Apps have limited access to customer data and such access is programmatically negotiated during the app installation. The applications only access information required for providing our services and only data generated by our applications may be temporary retained by our applications for caching and synchronization purposes only. Our Apps are designed to allow application data to be accessible only with appropriate credentials, such that one customer cannot access another customer's data. Our plugin support team does not have access to customer data.

Third Parties

We do not use other service providers to host our service.

Privacy Policy

Nemetschek Bulgaria understands and is committed to the importance of ensuring the privacy of your personally identifiable information.

End-User Communications

By installing our apps, you agree to be contacted with information about our products and initiatives. You may request at any time that we stop sending you emails and other communication by clicking the “unsubscribe” link at the bottom of the messages we’re sending to you or by contacting us via email.

Service Level Agreement

When creating a support request to Nemetschek Bulgaria, we will respond in 24 business hours or less from the time of your request. Our intention is to help you as fast as possible, but as we are a small company we appreciate your patience. Nemetschek Bulgaria will use reasonable efforts to perform the Support in accordance with the SLA, but will not be responsible for delays caused by the Client or for reasons beyond Nemetschek Bulgaria's control.

Business Hours and Response Time

Nemetschek Bulgaria's business hours are Monday - Friday, 8AM-4PM CET (9AM-5PM EET). Nemetschek Bulgaria is closed on major holidays including, but not limited to: New Years Day, Easter holidays, International Workers' Day, Ascension Day, National Day of Bulgaria, Christmas Eve, Christmas Day, Second Christmas Day.

Support Includes

Help with issues during installation, issues during upgrades, troubleshooting problems with Nemetschek Bulgaria's apps, identifying workarounds, configuring your use case.

Support Does Not Include

Product Training, customers who do not have a valid and current license or active subscription. Support for Jira issues, support in any language other than English or Bulgarian.