The apps developed by Nemetschek Bulgaria do not store data outside of Atlassian Cloud. All content handled by our Cloud application is stored directly into Atlassian Cloud as we don't store user-sensitive data. At times, we may temporary store (cache) some configuration information required for the operation of the applications. For license validation, we only store client information provided and generated by Atlassian for that purpose.
People and Access
Our Cloud applications have limited access to customer data and such access is programmatically negotiated during the app installation, following Atlassian Connect protocols, including public/private key-based authentication. 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 Cloud applications are designed to allow application data to be accessible only with appropriate credentials, such that one customer cannot access another customer's data. Our global support team has access to our Cloud applications and may access customer data only for purposes of application health monitoring and performing system or application maintenance and upon customer request.
We do not use other service providers to host our service.
Nemetschek Bulgaria understands and is committed to the importance of ensuring the privacy of your personally identifiable information.
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.
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.