---
title: "55 Degrees Support Policy"
canonical: "https://support.55degrees.se/space/SP/4135616642/55%20Degrees%20Support%20Policy"
format: markdown
---
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> [actionableagile® analytics] [portfolio forecaster] [inspekt]
>
> > ℹ️ There are **two main ways** to reach out to us in Customer Support.
> > ℹ️
> > ℹ️ 1. Via our website at **[https://support.55degrees.se/](https://support.55degrees.se/)**** →** this support portal is powered by Atlassian's Jira Service Management Tool, and requires you to register as a customer.
> > ℹ️ 2. Via email at **support@55degrees.se**.
> > ℹ️
> > ℹ️ Both ways create a ticket that will be reviewed and responded to by a member of our Support Team.
> > ℹ️
> > ℹ️ We ask that you avoid directly messaging a member our team either via email, LinkedIn, etc, as the rest of the team will not be able to assist you if that colleague is unavailable and it will delay resolution.
>
> Here at 55 Degrees, we know that every once in a while, systems will go bump in the night. When they do, it’s our job as vendor to provide you with the proper support to get you up and running again.
>
> This document is a non-binding declaration of our intent to assist our customers and does not engage 55 Degrees AB in any way.
>
> Please refer to our general [Product Agreement](https://www.55degrees.se/product-eula) for more information.
>
> ### Availability
>
> We haven’t ascended to cyberdom just yet, thus we’re not available 24/7, 365. Our business hours are your regular, Dolly Parton approved **9am - 5pm** from **Monday - Friday CET** (we’re based in Sweden).
>
> We observe the following *Swedish* Holidays:
>
> | **Holiday** | **2026 ** |
> | --- | --- |
> | New Year’s Day 🍾 | January 1st |
> | Epiphany 👑 | January 6th |
> | Good Friday 🪨 | April 3rd |
> | Easter Monday 🐇 | April 6th |
> | Walpurgis Night 🔥 | April 30th (half-day) |
> | International Worker’s Day 👩🏽💼 | May 1st |
> | Ascension ✨ | May 14th |
> | National Day 🇸🇪 | June 5th (half-day), June 6th |
> | Midsummer’s Eve 🌞 | June 19th (half day), June 20th |
> | All Saints Day 👻 | October 30th (half day) |
> | Christmas Eve 🎅🏽 | December 24th |
> | Christmas Day 🎄 | December 25th |
> | Boxing Day 📦 | December 26th |
> | New Year’s Eve 🎆 | December 31st |
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> [actionableagile® analytics] [portfolio forecaster] [inspekt]
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> ### SLE’s
>
> We always strive to meet our Service Level Expectations when answering any questions, queries, or problems you may have.
>
> We list those expectations below, but please note - it’s not always possible to meet our SLE’s due to holidays, sickness or other external factors beyond our control.
>
> Business hours are 9am - 5pm from Monday - Friday CET.
>
> #### Level 1
>
> - Criteria for Classification: Request is an outage or issue causing an app provided by 55 Degrees AB to be unusable.
> - Any security-related incidents are treated as Level 1.
> - Time to first response: within 2 hours of receipt of request during business hours. Requests received outside of business hours will be treated as if they were received at 9am on the next business day.
>
> #### Level 2
>
> - Criteria for Classification: Request is general question, query or issue with the app which does not significantly affect general use.
> - Time to first response: within 24 hours of request or 10am CET on the next business day, whichever is later.
>
> #### Level 3
>
> - Criteria for Classification: All other requests not categorised under Level 1 or 2 e.g. Feature requests, Training Requests, etc.
> - Time to first response: as available.
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> [actionableagile® analytics] [portfolio forecaster] [inspekt]
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> ### What’s Counts as “Support”?
>
> As a small company, we wear a lot of hats, so sometimes in may feel like we can cover everything here in support, but in some rare cases, we may not be able to assist you.
>
> To make it clear when is and *isn’t *the right time to contact us, we’ve listed what we can and can’t help you with below.
>
> | **IS ** | **ISN’T** |
> | --- | --- |
> | Help with troubleshooting problems with 55 Degrees' apps. | Assistance for customers without a valid maintenance agreement, subscription, or evaluation/trial license. |
> | Guidance with identifying workarounds for bugs that have been reported. | Assistance solving issues within the host application (Jira or Azure DevOps) for our embedded apps. |
> | Troubleshooting issues during installation (where installation is required). | Assistance for customers using unsupported versions of Jira and Azure DevOps, including beta releases, development releases, or release candidates of host apps. |
> | Troubleshooting issues during upgrades (where upgrades are required). | Applications that are no longer supported because they are classified as end-of-life (see [https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html](https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html) for more information).
Jira Server has been marked as end-of-life by Atlassian. If a support case requires support from Atlassian or is an issue with Jira and they are no longer offering support, our capability will be limited. Please see the support timelines provided by Atlassian at [https://www.atlassian.com/migration/faqs#general](https://www.atlassian.com/migration/faqs#general) under the heading "Will server still receive enhancements or bug fixes?" |
> | Guidance around implementation and configuration of our apps. | Support with Databases or Application Servers |
> | Advice and guidance around the purchasing process for our Azure and SaaS apps (all purchasing issues for apps sold in the Atlassian Marketplace should be handled with Atlassian Support). | Atlassian provides integration instructions for getting their products to work on supported platforms, but we do not support configurations that differ from the procedures described in the Atlassian product documentation. We test on common platform combinations. However, we expect that you test our add-on in a development environment in order to ensure that your platform combination runs without issues. If you do encounter issues in any environment, please provide us feedback through our support channel. |
> | Resolving performance issues caused by host application configuration that is not aligned with generally accepted best practices. (We will assist in identifying the cause. However, it is the responsibility of the customer to resolve the root cause.) |
> | Resolving performance issues caused by user network access and latency. (We will assist in identifying the cause. However, it is the responsibility of the customer to resolve the root cause.) |
> | Assistance with third-party application integrations or third-party plugins not distributed or sold by 55 Degrees. |
> | Product Training or Onboarding - this can be requested separately. |
> | Subject Matter coaching, consultation, or training in topics related to our applications (e.g., statistics, metrics, lean, agile, etc.) |
> | Support in languages other than Swedish, French, or English. |
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> [actionableagile® analytics] [portfolio forecaster] [inspekt]
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> ### Taking Responsibility
>
> | **Customer** | **55 Degrees AB** |
> | --- | --- |
> | Maintaining their host applications and keeping the product versions up-to-date (Jira, Azure DevOps) and configured in line with generally accepted best practices. | Provide any information regarding workarounds that may be beneficial while the bug is being investigated and fixed when available. |
> | Installing the correct versions of the Add-Ons for their Atlassian product instance. There is no vendor-provided support for issues with our Add-Ons when installing into unsupported versions of Atlassian product instances. | At our sole discretion, provide you with a patched version of the add-on in case of a Level 1 or 2 issues for your on-prem instances. This patch may be delivered outside of marketplace download mechanisms. |
> | Testing any new installation or version of the 55 Degrees add-on in a non-production environment **PRIOR TO** applying it to a production environment. Any data loss is the responsibility of the customer. | Publicly release updates resolving issues in the next maintenance release. Maintenance release schedules are not predetermined and are cut on an as-needed fashion. |
> | Use the product on a network with sufficient bandwidth and performance. | Schedule Level 2 issues/requests according to priority. Priority decisions are made by 55 Degrees employees based on a number of factors that are subject to change. |
> | Communicating issues to 55 Degrees through our support channel as described above. | |