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There are several statutory UK public holidays where the office will be technically be closed . However, but we will provide best endeavours support to still endeavour to reply within 24hrs, regardless of this1 business day.

What support we provide

Included

Excluded

  • Installation and licensing of our products

  • Upgrading installations of our products

  • Identifying and finding solutions for problems with our products, but, where customers are using Jira/Confluence marked by Atlassian as End Of Life, we will only support the latest compatible version of our apps.

  • Back-porting of fixes for EOL is considered on a case by case basis.

  • Product Training

  • Customers who do not have valid software maintenance for product

  • Support versions of our product that have been marked as End Of Life (EOL)

  • Support related to other companies products, and problems caused by said products

  • Support for general application issues (Jira, Confluence, Bamboo etc.)

  • Configuration of application infrastructure or supporting systems

  • Support for development, including scripting, markup etc. However, questions can be posted on https://answers.atlassian.com/ which if tagged appropriately with add-on keys, will be answered on a best-endeavours basis

  • Support for general application configurations  that are not supported, e.g. for Jira, Confluence etc.

  • Beta or Development releases

  • Support in any language other than English

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There are many ways to get support, duplication of reports across channels will not get them answered sooner!

  • JEMH issue tracker on Jira - Our Support Portal is the primary support communication method

  • Ask a question - appropriate for simple questions or queries

  • Email our support desk - through the use of our wonderful JEMH Cloud app, it results in to create a private support ticket in our Jira anyway!

  • Telephone (office: +44 1242 802-757 - mobile: +44 791 468 3169) within UK office hours (above). Telephone is not a primary support communication method, conversations cannot be referred, there is no history and in most cases, Issues would still be required (above) to better manage the case

  • Live video calls are also not a primary support communication method. This channel may be considered for use once our primary channel (Jira) has been used and has proven to not be enough to get a support request resolved.

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