support offerings

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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.