Business Hours and Response Time
The Plugin People business hours are Monday - Friday 9AM - 5pm UTC/GMT (see time there now). However, it is quite common for support cases to be worked and/answered much later than this, and even over weekends. There are also additional support resources in the PST time-zone.
Whilst there are many public holidays here in the UK, support is never far away, initial responses should be expected within 24hrs.
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.
Support does not include
- Product Training
- Customers who do not have valid software maintenance
- Support The Plugin People add-ons/versions that have been marked as End Of Life (EOL)
- Support related to non The Plugin People add-ons, and problems caused by other add-ons
- Support for general application issues (JIRA, Confluence etc)
- Support debugging 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
Support 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 is most appropriate for non-trivial problems, where screenshots, or other supporting files may be required
- Questions forum ( https://thepluginpeople.atlassian.net/wiki/questions ) This is appropriate for simple questions or queries
- Forums ( https://getsatisfaction.com/thepluginpeople ) This is the legacy forum, it will be phased out soon
- 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 ) Telephone is not ideal for support, conversations cannot be referred, there is no history and in most cases, Issues will be required (above) to better manage the case