Service Level Agreement

Once a support request to Ros Entertainment has been created, we will make our best-effort to respond in no more than 48 business hours. We strive to respond to your request as fast as possible and, as a small team, we especially appreciate your patience. Ros Entertainment will use reasonable efforts to perform the Support in accordance with this Service Level Agreement and is not responsible for delays caused by the Client or for reasons beyond Ros Entertainment’s control.

Business Hours and Response Time

Ros Entertainment’s business hours are Monday – Friday, 9AM – 6PM (GMT+2). We are  closed on major Switzerland holidays.

Support Channels

Support Includes

  • Help with issues during installation.
  • Help with issues during upgrades.
  • Help troubleshooting problems with Ros Entertainment apps.
  • Help identifying work-arounds.

Support Does Not Include

  • Product Training.
  • Customers who do not have a valid and current license or active subscription.
  • Support related to non Ros Entertainment apps.
  • Support for Confluence issues.
  • Support for Confluence versions that are no longer supported by Ros Entertainment apps.
  • Beta or Development releases.
  • Support in any language other than English.