Open Source Consulting(OSCI) is committed to providing the highest quality service to our customers, and our team of dedicated support experts are on-hand to ensure our customers continue to benefit from our apps with minimal disruption.

Our support team evaluates the urgency and business impact of each technical issue in our apps and strives to resolve it as quickly as possible.

Our services are available to all customers with a valid license or under testing for all apps provided by OSCI.

Support hours 

Our regular support hours are as follows:

• 9 to 18 (GMT +9) 

• Monday to Friday 

• Excluding national holidays in Korea 

Response and Coverage hours are based on our regular support hours. 

Our first response is within 24 hours. 

We follow the Atlassian support requirements; Cloud Fortified Apps Program support requirements

Support SLA

Severity is estimated by OSCI based on the impact of the issue on the customer.

What does Support include / exclude?

Includes: 

• Addressing technical problems that cause an interruption to service availability or product malfunction 

• Support for settings of using the apps based on technical documents 

• Technical assistance through Jira Service Desk (One-to-one meeting/telephone support if necessary) 

• Assistance with feature enhancement requests that are integral to core OSCI apps functionality 

• Support is provided in English/Korean 

Excludes: 

• One-to-one product training 

• Troubleshooting issues not directly related to OSCI apps 

• Support in languages other than English / Korean