1. Purpose

This Service Level Agreement (SLA) outlines the support terms for the ShowMeMore plugin, available on the Atlassian Marketplace for Jira Data Center.

2. Support Hours

Support is available from Monday to Friday, 9:00 – 17:00 (CET)

Excluding official public holidays in Poland.

3. Contact

Support requests can be sent to:

• Mail: smm.support@uniteam.pl
• Service Desk Portal – https://uniteamsupport.atlassian.net/servicedesk/customer/portal/21

4. Support process

• All support requests are reviewed by our team and handled with care based on the nature and impact of the issue.
• We aim to provide helpful responses to all inquiries.
• Issues affecting critical functionality are reviewed with higher priority.
• We strive to provide meaningful updates as investigations progress.

5. Scope of Support

We provide help with:

• Installation and basic configuration
• Updating the plugin to a newer version
• Troubleshooting and bug reporting
• Clarification of plugin features
• Support for compatibility with officially supported Jira versions
• Identifying possible workarounds for known issues

6. Compatibility and Updates

• ShowMeMore is maintained for compatibility with Jira versions officially supported by Atlassian.
• Updates related to new Jira releases are delivered based on internal priorities and available resources.

7. Out of Scope

Support does not include:

• Custom feature development – while not part of standard support, feature requests can be submitted via our support portal as a separate issue type and will be reviewed for potential inclusion in the roadmap
• Troubleshooting third-party plugins or custom scripts
• Issues caused by misconfigured or unsupported Jira environments
• Training for Uniteam add-ons and product
• Requests from users without a valid and active license
• Issues caused by outdated or unsupported Jira versions
• Use of ShowMeMore in environments no longer supported by Atlassian (e.g., legacy browsers, outdated Java versions, unsupported databases)
• Issues related to Jira, Confluence, or other Atlassian products not caused by the plugin
• Use of the plugin in unsupported editions of Atlassian software (e.g., community, non-profit, developer, or open-source licenses)
• Beta, unreleased, or development versions of ShowMeMore
• Feature development requests (these may be accepted as suggestions and added to our roadmap)
• Support for retired or deprecated versions of the plugin
• Use of the plugin with trial, expired, or free versions (if available)

8. Final Provisions

• This SLA is subject to updates as the product evolves.
• We are committed to delivering high-quality support and continuously improving the ShowMeMore user experience.