Ativo.io support offerings
| Select Support | |
|---|---|
| Self Help Support | YES |
| Support Portal | YES |
| Initial response time | 1 (one) business day outside planned holiday periods. (*) |
| Support type | E-mail, online |
| Support entitlement | Admins of 25+ user products (**) |
| Price | Bundled with software maintenance (>25 users license) |
(*) No support in planned holiday periods or in case of force majeure (e.g. sickness of staff). Planned holidays are announced at least two weeks upfront on this page: No holiday period currently planned.
(**) Users of 10-user starter license are eligible for community support only.
Support includes:
- Incident Support – Identifying and troubleshooting problems in the system
- Root cause analysis
- Assistance with issues during installation
- Assistance with issues during upgrades
- Identifying and creating needed bug reports
- Guidance around implementation and configuration
Support does not include:
- Customers without a valid maintenance agreement
- Issues outside the scope of the Agile Programs for Jira plugin
- End of Life, Beta, Release Candidate or Development releases
- Customized versions of the product (customized = original product code has been modified)
- Development questions or requests
- Third-party application integrations or third-party plugins
- Support for end-users
- Product training
- Support in languages other than English and Dutch
- System & Performance tuning
- Deployment & Capacity Planning
- Installation & Upgrade Services
Need this kind of assistance? Contact us for Customization, Consulting or Training services.