Service Level Agreement

Effective starting: Jan 29, 2019

This Service Level agreement and End User License Agreement is served by i0in private ltd (we”, “us” or “our”) Company Nr: 09523581 VAT Registration Nr: 210 993418 with the address – 90 Pattison Lane Woolstone, Milton Keynes, Buckinghamshire, England, MK15 0AF covers all downloadable software products ("app"). "You" means the end-user of our products, or the legal entity who is the licensee of our products.

By using any of those, you are accepting the practices outlined in this policy.

If you have any questions or concerns about this Privacy Policy or I0in’s processing of your personal data, please see “Contact Us” section at the end of this document.

Changes to our SLA and EULA

This Service Level agreement and End User License Agreement may be changed from time to time. We will notify any changes by revising the “Effective Starting” date at the top of this Service Level agreement and End User License Agreement.

Description Support
Hours of availability 9/5
Products covered All Products and services
Support portal Support
Initial response times
Production Down (L1)
Serious Degradation (L2)
Others (L3)
2hrs (L1)
6hrs (L2)
1 business day (L3)
Suppot entitlement Anyone with a valid license for products & services offered.
Price Bundled with software

9/5 Support

Hours of coverage include 8am - 5pm GMT.

Holidays

i0in support is closed during major United Kingdom bank holidays
See https://www.gov.uk/bank-holidays

Initial Response Times – Full descriptions of severity levels are as follows:

Support Includes:


End User License Agreement

The software developed by I0in Limited is licensed under the provisions of the "Standard EULA" from the "Atlassian Marketplace Terms of Use" as a "Marketplace Product".

Reference is: http://www.atlassian.com/licensing/marketplace/termsofuse

Standard EULA

(i) The Publisher is the licensor of the Marketplace Product and Atlassian is not a party to the Publisher EULA or this Standard EULA, as applicable.

(ii) If the Marketplace Product does not include a Publisher EULA that specifies Marketplace Product license rights, Publisher grants you a limited, worldwide, non-exclusive, non-transferable and non-sublicensable license to download and use the Marketplace Product only on hardware systems owned, leased or controlled by you.

(iii) Licenses granted by Publisher are granted subject to the condition that you must ensure the maximum number of Authorized Users that are able to access and use the Marketplace Product concurrently is equal to the number of User Licenses for which the necessary fees have been paid to Atlassian and/or its authorized partners (each, an "Atlassian Expert"). You may purchase additional User Licenses at any time on payment of the appropriate fees to Atlassian or an Atlassian Expert. "User License" means a license granted under this EULA to you to permit an Authorized User to use the Marketplace Product. The number of User Licenses granted to you is dependent on the fees paid by you. "Authorized User" means a person who accesses and uses a Marketplace Product under the EULA and for which the necessary fees have been paid to Atlassian and/or an Atlassian Expert.

(iv) Any information that Publisher collects from you or your device will be subject to any Publisher EULA, privacy notice, or similar terms that the Publisher provides to you, and will not be subject to the Atlassian Privacy Policy (unless Atlassian is the Publisher).

(v) You may not modify, reverse engineer, decompile or disassemble the Marketplace Product in whole or in part, or create any derivative works from or sublicense any rights in the Marketplace Product, unless otherwise expressly authorized in writing by Publisher.

(vi) The Marketplace Product is protected by copyright and other intellectual property laws and treaties. Unless otherwise expressly stated in the Publisher EULA, Publisher or its licensors own all title, copyright and other intellectual property rights in the Marketplace Product, and the Marketplace Product is licensed to you directly by the Publisher, not sold.

End of Standard EULA

Additional Terms

By purchasing a product from I0in Limited, you grant us the right to include your organisation as a customer in promotional material, including your organisation logo. You can deny this right at any time by submitting a written request via email to support@i0in.com, requesting to be excluded from any promotional material. Requests made after purchasing may take thirty (30) days to process.


End of life policy

The software developed by I0in Limited is only supported if the corresponded Atlassian product is supported. Read about Atlassian End of Life policy here: https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html


Contact Us

If you have questions or concerns about this SLA/EULA or our processing of your personal data, we encourage you to contact us using the contact information below:

I0in Ltd,
90 Pattison Lane Woolstone,
Milton Keynes, Buckinghamshire,
England, MK15 0AF
E-mail: supportn@i0in.com