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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!

 

 

 

 

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