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Data Security and Privacy Statement

Data Storage

The apps developed by Nemetschek Bulgaria do not store data outside of Atlassian cloud. All the content handled by our Cloud application is stored directly into Atlassian Cloud as we don't store user sensitive data . At times, we may temporary store (cache) some configuration information required for the operation of the applications. For license validation, we only store client information provided and generated by Atlassian for that purpose.

People and Access

Our Cloud applications have limited access to customer data and such access is programmatically negotiated during the add-on installation, following Atlassian Connect protocols, including public/private key based authentication. The applications only access the information required for providing our services and only data generated by our applications may be temporary retained by our applications for caching and synchronization purposes only. Our Cloud applications are designed to allow application data to be accessible only with appropriate credentials, such that one customer cannot access another customer's data. Our global support team have access to our Cloud applications and may access customer data only for purposes of application health monitoring and performing system or application maintenance, and upon customer request.

Third Parties

We do not use other service providers to host our service.

Privacy

Nemetschek Bulgaria understands and is committed to the the importance of ensuring the privacy of your personally identifiable information.


Service Level Agreement

When creating a support request to Nemetschek Bulgaria, we will respond no more than 24 business hours from the time of your request. Our intention is to help you faster, but as we are a small company we appreciate your patience. Nemetschek Bulgaria will use reasonable efforts to perform the Support in accordance with the SLA, but will not be responsible for delays caused by the Client or for reasons beyond Nemetschek's control.

Business Hours and Response Time

Nemetschek's business hours are Monday - Friday, 8AM-4PM CET(9AM-5PM BG Time). Nemetschek Bulgaria is closed on major holidays including, but not limited to: New Years Day, Easter holidays, International Workers' Day, Ascension Day, National Day of Bulgaria, Christmas Eve, Christmas Day, Second Christmas Day.

Support Includes

Help with issues during installation, issues during upgrades, troubleshooting problems with Nemetschek's add-ons, identifying workarounds, configuring your use case.

Support Does Not Include

Product Training, Customers who do not have a valid and current license or active subscription. Support for JIRA issues, support in any language other than English or Bulgarian.



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