Business
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hours
The Plugin People business hours are Monday to Friday, 09:00 - 17:00 UK time. However, it is quite common for support cases to be worked on out of hours (even weekends). Your issues are important to us!
Public Holidays
Based in the UK, there are several statutory bank
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 statutory UK public holidays where the office will be technically be closed. However, we will still endeavour to reply within 24hrs, regardless of this.
What support we provide
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Support channels
There are many ways to get support, duplication of reports across channels will not get them answered sooner!
JEMH issue tracker on Jira - 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 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.
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.
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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.
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Customers who have a business impacting issue should still use our support portal. Whilst While every issue a customer faces may ‘block’ them, they don’t need escalating , as we have a support channel for this purpose.
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)