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titleDont Panic! We are here to help.

This page will guide show you to log your issue how to get in contact with us and get timely support, .

and guide you how to provide required information up front that will lead to a faster resolution of your issue!

Table of Contents

We are here to help

But you can help us to help you faster, please read on!

Support Service

Support is provided, at least 8 hours a day 09:00 - 17:00 (UTC), 5 days a week, see the Support SLA.

General Support

Raising Issues Directly

Interactive JIRA users can log support requests can be created We use JIRA Cloud for tracking all product related problems and support issues.  You can sign up for free to our issue tracker at https://thepluginpeople.atlassian.net to gain interactive use of our support system.

Users who have created accounts can log generic support requests in our SUPPORT Project - https://thepluginpeople.atlassian.net/browse/SUPPORT .

Product Specific Projects

There are many specific JIRA Projects for each Product, please pick the right product project, eg:.  Some of them are listed below.  Don't see the project you are looking for?  Have a look at the full project directory.

Raising Issues by Email

Email users may also send support requests to support@thepluginpeople.com , this will create issues by email through our upcoming brilliant JEMH -OD Cloud product.

Telephone

Support by voice is not a primary support channel as the information usually required can't be easily expressed this way.  Please use the JIRA route initially!  For absolute "It's dead Jim" emergencies, see the Plugin People Vendor Profile on Marketplace, likely the outcome will still be to please log an issue!

Tweet us!

If you want to, tweet us @theplugineople@thepluginpeople if you can ask the question , we'll try and respond, but , you may be asked to pls please log an issue!

Issue Tracker

We use JIRA for tracking all product related problems and support issues.  You can sign up for free to our issue tracker at https://thepluginpeople.atlassian.net to gain interactive use of our support system

all projects are there, each will be linked below, along with any specific informational requirements each addon has.

When Logging an Issue

Summary

Make the summary something that concisely describes your problem, "Its broken" or "It doesn't work" is non-specific and doesn't aid understanding!
Description

Make the description more detailed that the summary, provide a walk through of:

  • What is the result you want to get
  • What results are you getting now
  • What have you tried to fix it?
Required Data

The following are globally required values, please remember to set key information on the issue when logging a support case:

  • Atlassian application and version, e.g. JIRA 6.2.7
  • Database, if you have a start up problem (e.g. Mysql, Postgres)
  • Plugin People Product name (e.g. JEMH, SU, EMQ)
  • Plugin People Product version (e.g. 1.2)
Time/IssueKeyIf logs are provided, please identify the time at which the problem was observed, and the issue involved.

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JEMH Specific Support Information

JEMH - Enterprise Mail Handler for JIRA

Logs

Logs are great, they have much detail that can be useful, please DO NOT paste log content into descriptions, its hard to read, please DO attach them as text, if there are <20 lines that are important, sure paste them in {noformat} .... {noformat} markup blocks

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Some common problems have cropped up over time, see the Common Problems Page for resolutions.