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Time to first response: 1 business day
Hours of availability: 8 hours per day, 5 days a week, excluding national and regional holidays
Support via: email only
Advanced Support
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Priority processing
Time to first response: 4 business hours
Hours of availability: 8 hours per day, 5 days a week, including national and regional holidays
Support via: email, as well as phone and/or screen sharing if necessary
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Support Scope
We always accept and welcome suggestions and feature requests from all users!
Within scope
Answering questions regarding the functionality or interoperability of our apps
Help with installation issues with our apps
Help with issues arising out of our product products' upgrades
Help with functional issues with our apps
Troubleshooting issues with our apps
Providing work-arounds or fixes or both (at our discretion)
Updates regarding important changes or issues with our apps
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Product training
Installations without a valid and current license or active subscription
Installations on Atlassian platform versions that are beyond end of life
Installations on non-compatible Atlassian platform versions
Beta or development releases
Individual customizationsIntegration
Support in any language other than English or German
We strive to help you with the integration with third-party software (neither Atlassian nor ours)
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, but limited to the point where it is beyond our control.
However, out of scope support can be provided separately if need be. Please inquire.
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