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High level support of Atlassian infrastructure via Crowd from Alpha Serve

Premium support services for the 2FA for Crowd: U2F & TOTP to ensure top service level for enterprise customers

2FA for Crowd: U2F & TOTP Premium Support

High level support of Atlassian infrastructure via Crowd from Alpha Serve
Crowd is developed to give your users one simple single sign-on (SSO) experience. Our application is created to ensure secure SSO with suitable second factor of authentication. All 2FA methods rely on users providing a password as well as a second factor, but our plugin is the first and only enabling to use of U2F devices together with a mobile phone as a key code generator.

Based on the Atlassian Marketplace Policy, all Crowd apps are free of charge or Paid Via Vendor. We support our 2FA for Crowd: U2F & TOTP and release scheduled updates and improvements to ensure high level of reliability of our add-on.

For the most demanding customers and enterprise companies we offer a Premium Support services directly from Alpha Serve in order to provide quicker feedback and higher level of support requests processing.
Basic Support
Response to service related incidents and/or requests submitted by the Customer within the following time frames (EET zone):
  • · 48 hours (during business hours) for issues classified as High priority.
  • · Within 72 hours for issues classified as Medium priority.
  • · Within 5 working days for issues classified as Low priority.

Support service scope:

  • · Monitored email support
  • · Monitored Jira Service Desk support
  • · Remote assistance using Remote Desktop and a Virtual Private Network where available

Free

Premium Support
Response to service related incidents and/or requests submitted by the Customer within the following time frames (EET zone):
  • · 0-8 hours (during business hours) for issues classified as High priority.
    • · Within 24 hours for issues classified as Medium priority.
    • · Within 2 working days for issues classified as Low priority.

Support service scope:

  • · Monitored email support
  • · Monitored Jira Service Desk support
  • · Remote assistance using Remote Desktop and a Virtual Private Network where available
  • · Configuration and set-up support
  • · Telephone/Skype/Hangouts human helpdesk and support

3 000 USD/ month
36 000 30 000 USD/ year

Enterprise Support
Response to service related incidents and/or requests submitted by the Customer within the following time frames (EET zone):
  • · 0-2 hours (during business hours) for issues classified as High priority.
  • · Within 12 hours for issues classified as Medium priority.
  • · Within 2 working days for issues classified as Low priority

Support service scope:

  • · Monitored email support
  • · Monitored Jira Service Desk support
  • · Remote assistance using Remote Desktop and a Virtual Private Network where available
  • · Configuration and set-up support
  • · Telephone/Skype/Hangouts human helpdesk and support
  • · Guaranteed working hours of senior developers per week, including custom features development
10 000 USD/ month
120000 100 000 USD/ year

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