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- JIRA Issue Tracker ( https://thepluginpeople.atlassian.net ) This is the primary support communication method
- Questions forum ( https://thepluginpeople.atlassian.net/wiki/questions ) This is appropriate for simple questions or queries
- Email ( support@thepluginpeople.com ) Email is fine for initial queries, but in most cases, Issues will be required (above) to better manage the case
- Telephone ( +44 791 468 3169 ) within UK office hours. Telephone is not a primary support communication method, conversations cannot be referred, there is no history and in most cases, Issues Issues would still be required (above) to better manage the case
- Webex etc are also not a primary support communication method, meets take a lot of time, conversations cannot be referred, there is no history. Driving support through JIRA makes the customer think about the problem by putting it down in an issue.
Support: Time to response
We aim to respond to your queries as a soon as we get to them, we'd expect a first response within one business working day.
Effective Issue Submission
It is very common that our first response is a request for more information. In order to provide a useful first response, when logging issues, please be clear about what the problem is and what you actually wanted to have happen is a starting point, steps to reproduce are invaluable. Supporting information also speeds us up, e.g. a) Tell us if you've recently done any system maintenance (JIRA upgrades) b) JEMH Profile XML and Test Case email (exported from JEMH Auditing or Test Case section, not a .msg file please)