Business
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hours
The Plugin People business hours are Monday - Friday 9AM - 5pm UTC/GMT (see time there now)to Friday, 09:00 - 17:00 UK time. However, it is quite common for support cases to be worked on and answered much later than this, and even over weekends - your out of hours (even weekends). Your issues are important to us!
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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 (8 hours as per our business hours above).
There are several annual Statutory bank statutory UK public holidays where the office will be technically be closed , however, but we will provide best endeavours will always be support to still reply within 24hrs, regardless of holiday1 business day.
| 2016 | ||
|---|---|---|
| 2 May | Monday | Early May bank holiday |
| 30 May | Monday | Spring bank holiday |
| 29 August | Monday | Summer bank holiday |
| 26 December | Monday | Boxing Day |
| 27 December | Tuesday | Christmas Day (substitute day) |
| 2017 | ||
|---|---|---|
| 2 January | Monday | New Year’s Day (substitute day) |
| 14 April | Friday | Good Friday |
| 17 April | Monday | Easter Monday |
| 1 May | Monday | Early May bank holiday |
| 29 May | Monday | Spring bank holiday |
| 28 August | Monday | Summer bank holiday |
| 25 December | Monday | Christmas Day |
| 26 December | Tuesday | Boxing Day |
Support Includes
- Help with product installation and licensing
- Help with product upgrades
- Help troubleshooting problems with The Plugin People add-ons.
- Help identifying workarounds to problems with the The Plugin People add-ons.
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What support we provide
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Support
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channels
There are many ways to get support, duplication of reports across channels will not get them answered sooner!
- JIRA Issue Tracker ( https://thepluginpeople.atlassian.net ) This
Our Support Portal is the primary support communication method
Questions forum ( https://thepluginpeople.atlassian.net/wiki/questions ) This is Ask a question - appropriate for simple questions or queries
- ( support@thepluginpeople.com ) Email is fine for initial queries, but in most cases, Issues will be required (above) to better manage the case
our support desk - to create a private support ticket in our Jira
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
Webex etcLive video calls 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
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. 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.
Data Center customer escalation for Atlassian
Data Center customers operate our products in mission critical environments and want to feel confident that if issues arise they can be addressed quickly. Likewise if you or Atlassian find any significant issues that may impact customers, or if Atlassian detects a breaking change that impacts your app, we want to be able to quickly work to a resolution with you.
Atlassian should create a blocker support case with the “Data Center Support” category through our portal.
Customers who have a business impacting issue should still use our support portal. While every issue a customer faces may ‘block’ them, they don’t need escalating as we have a support channel for this purpose.