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We do our best effort to reply to each request in the shortest time reasonably possible. We provide support in accordance with this SLA but cannot be held responsible for delays caused by Client or for reasons outside of our control. Support for the Data Center clients is prioritized so that we ensure quick response time and fast solution finding for such clients.
Types of app support
- Standard Support - Free - app functionality, billing, installation, configuration support
- Advanced Support - Paid - Priority processing, implementation consultations, script consultations
- Support Response Service Level Agreements#Engagement Engagement - Sales Channel - We'll implement your hardest use cases for you!Support Response Service Level Agreements#Atlassian
- Atlassian Community - Free - Best effort to address the question
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Please note that this service is not typically appropriate for significant project work, which would be quoted for on a project by project basis.
Examples of
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advanced support services
- Training on our products
- Optimize your spendings by identifying apps you can retire and consultations on how you can substitute them by Power Scripts
- Implementation consultations
- Script consultations
- Complicated use cases
- Configuration consultations
- Complex upgrades
- Customized solutions of our apps
- Help during unplanned events and complex upgrades
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- Writing custom scripts for you or significant project work
We will review the scope with you as a custom scripting engagement - Support outside of the team working hours
- Source code for our apps
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If you would like to build something entirely custom, unique to your needs, or take care of your hardest use case – we can do it too! In this case we will scope the effort, review it with you and implement it as a custom dev engagement. Whichever you want to achieve is possible – let's chat!
Atlassian Community
Aside from standard and premier support, you can also find help (suggestions, best practices, tips and tricks) in the Atlassian Community. Implementation requests are not covered in our standard support, yet in addition to Community members, we also check the Community and provide our answers there. We recommend that you post your implementation questions and requests there. This way you will get help and other Community members will have access to the solution as well.
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You can contact us using any of the following methods, listed in preferential order.
- Service Desk: https://anovaappsappf.atlassian.net/servicedesk/customer/portal/2re/support
- Email: anovaproducts@appfiresupport@appfire.com
Business hours and response time
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