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We provide standard and advanced support opportunities for our products. Standard support comes with all our supported apps, and you can also upgrade to advanced support with us as well.
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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
- 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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- Implementation support
- Training, webinars on our products
- Help for our unsupported and archived apps
This includes help on the app versions for the versions of Atlassian applications that are no longer supported by Atlassian - Help on app versions that have been modified by client
- Support on custom scripts written by clients. Please post such requests to the Atlassian Community.
We as well as other community members will provide advice and tips and tricks there but we cannot provide a guaranteed quick reply there. - Creating patches for previous versions of the product, except critical security fixes
- Help with programming
- Evaluation license for the periods of time longer than available on the Marketplace
- Providing app upgrades or configuration
- Help on Atlassian software
- Help on third party apps or software
- Help on issues not related to our apps
- Support outside of the team working hours
- Support in languages other than English
- Phone support
- 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.
Disclaimer: cPrime Cprime cannot be held liable for any advice given by third parties in the Atlassian Community. For cPrime Cprime support on the implementation requests, please contact us for premier support contract.
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You can contact us using any of the following methods, listed in preferential order.
- Service Desk: https//anovaapps.atlassian.net/servicedesk/customer/portal/2://jira.cprimeCprime.io/servicedesk/customer/portal/2
- Email: products@cprimeproducts@Cprime.com
Business hours and response time
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