Service Level Agreement

Once we will get your support request  has been created, we will make our best-effort to respond to your request within the next UK business day.

We try to respond to your request as fast as possible and, as a small team, we especially appreciate your patience.

PDFAnalytics 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 PDFAnalytics’ control.

Business Hours

PDFAnalytics’ business hours are Monday – Friday, 9AM – 5PM BST.

Support Channels

Please note that by submitting a support ticket or sending a support email you are implicitly agreeing with our Data security and privacy policy.


  • Help with issues during installation
  • Help troubleshooting problems
  • Help identifying work-arounds


  • If you are using a version of Confluence or Jira version which has not been formally released or supported by our add-ons
  • If you are using a version of Confluence or Jira version no longer supported by Atlassian
  • If you don’t have an active subscription or maintenance license
  • Troubleshooting problems related to underlying Confluence or Jira problems