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. Next planned holiday period: June 19th till June 29th 2020.
(**) 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.