This page will show you how to get in contact with us and get timely support. and guide you how to provide required information up front that will lead to a faster resolution of your issue! |
Support is provided, at least 8 hours a day 09:00 - 17:00 (UTC), 5 days a week, see the Support SLA.
We use JIRA Cloud for tracking all product related problems and support issues. You can sign up for free to our issue tracker at https://thepluginpeople.atlassian.net to gain interactive use of our support system.
Users who have created accounts can log generic support requests in our SUPPORT Project - https://thepluginpeople.atlassian.net/browse/SUPPORT.
There are many specific JIRA Projects for each Product. Some of them are listed below. Don't see the project you are looking for? Have a look at the full project directory.
Email users may also send support requests to support@thepluginpeople.com , this will create issues by email through our brilliant JEMH Cloud product.
Support by voice is not a primary support channel as the information usually required can't be easily expressed this way. Please use the JIRA route initially! For absolute "It's dead Jim" emergencies, see the Plugin People Vendor Profile on Marketplace, likely the outcome will still be to please log an issue!
If you want to, tweet us @thepluginpeople if you can ask the question we'll try and respond, but you may be asked to please log an issue!
Summary | Make the summary something that concisely describes your problem, "Its broken" or "It doesn't work" is non-specific and doesn't aid understanding! |
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| Description | Make the description more detailed that the summary, provide a walk through of:
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| Required Data | The following are globally required values, please remember to set key information on the issue when logging a support case:
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| Time/IssueKey | If logs are provided, please identify the time at which the problem was observed, and the issue involved. |
Logs are great, they have much detail that can be useful, please DO NOT paste log content into descriptions, its hard to read, please DO attach them as text, if there are <20 lines that are important, sure paste them in {noformat} .... {noformat} markup blocks
Common logs required are:
When attaching logs, please DO identify a Time and if applicable, Issue key that identifies the time you observed the problem. If you are not clear on the time, reproduce the problem by creating a JEMH Test Case from JEMH Audit History email content (there is an option for each audit history row).
If all your users are full JIRA interactive users, validate their access to the expected projects.
For non-interactive JIRA account users, validate the access (perhaps by JEMH allocated groups) are sufficient for the expected projects.
For email only users without any kind of JIRA account, validate the access allocated to the Profile default reporter for the expected projects.
Testing permissions is really quick and easy, just create a JEMH Test Case, from: the user in question to: your inbound mailbox and run it!
DO give TEXT copies of your ServerID and Organisation name from the JIRA license screen, screenshots mean rekeying, possibly introducing typos, lets get it right first time!
Some common problems have cropped up over time, see the Common Problems Page for resolutions.