Request Support

If you have a usage question

Ask a question on the Atlassian Community site.

We recommend that you create a support request if you have a complex usage question or you need to provide attachments and detailed information.

Our Support Policy

In order to be entitled to support, the following conditions must be met:

Support policy for Server

License must have a non-expired maintenance window.
App version must be used with compatible host server version as indicated in the Marketplace listing.
The latest app version compatible with the host server version is supported. You will be asked to upgrade to the latest app level for problem determination and fixes in most cases.
General rule is to support at least host server versions released within the past year. Limited support may be available for earlier versions up to their end of life (EOL) following Atlassian Support End of Life Policy.
A version, in our terminology, means a release indicated by x.y (like 4.1). Minor/maintenance versions (like 4.1.1) are not counted.

Support policy for Cloud

Cloud instances are automatically updated unless our app requires authorization for additional permissions in which case the update is delayed until an administrator approves.

Our Support SLA

We strive to provide prompt, effective support to our clients. This page describes our Service Level Agreement (SLA) targets.

Response times

Expect a response to support requests within 1 business day (24 hours). Tickle the issue if response seems too long .

Business hours

Monday to Friday (except for major US holidays), 7am - 7pm ET, 4am - 4pm PT, 12:00 - 24:00 CET.

More limited ability to respond between during US holiday periods.

Sources

The following sources are monitored for requests in priority order. In all cases better problem information helps speed the response and resolution.

Jira issues created in our Support portal (private).
Questions posted on this Atlassian community.
Contact Support to raise a request.

Fixes and improvements

There is no specific response time for bug and improvement requests, but they are reviewed regularly for consideration to be included in a future release. If you need a response urgently, change the issue type to a support request. Fixes and improvements are made in the next released version of the software based on need and capability. In many cases, an Early Access Program (EAP) release is available containing fixes and improvements to provide more timely response to requests and as an opportunity for customer feedback. Normally, EAP releases are called SNAPSHOTs and pass regression tests, but some changes may be incomplete. Use with caution.

Priority process

Incoming triage and serious bugs take precedence over other requests. Requests are prioritized based on criteria including but not limited to:

Importance to customer.
Applicability to other customers including votes. Feedback and discussion is important!
Customer is current on maintenance via SEN (Support entitlement number - purchase or evaluation).
Availability of acceptable workarounds.
Grouping with other related work. Backlog issues are reviewed for a planned app release and backlog issues with current activity take precedence.
Scope and risk of change.
Availability of customer to verify a SNAPSHOT solves the problem or request.

Advanced Troubleshooting Information

Most times, problems can be resolved by discussion of the symptoms and/or having recreation steps that can be reproduced. In some cases, this may not be sufficient and may require some additional data collection. This can be done relatively easily with support available in Jira, Confluence, and Bamboo for adding temporary logging levels without requiring a server restart. See the links below for more details. This involves turning on DEBUG logging for specific packages.

For most plugins provided by Bob Swift Software, the easiest (most general package) thing to use is org.swift. This should be fine for 99% of the cases. More specific packages may be needed to reduce the amount of logging, if more than one plugin has been installed and there is heavy use.

Newer apps can use the com.appfire prefix - for example Code Pro for Confluence and SQL for Bamboo.

Add DEBUG logging at runtime

Go to Administration > Logging and Profiling.
Find the Add new entry area near the top of the page.
Add the following entry for the Class/Package Names: org.swift.
Select DEBUG for the New Level value and click Add entry.
Log statements are displayed in the standard Jira/Confluence log file.
Go to the server and find the application server log file or create a Support Zip using the Atlassian Tools.
Attach the relevant sections from the application server log, the entire log file, or ZIP to the Jira issue you have created.

Logging occurs immediately, but only lasts until Confluence is restarted.
Ensure to go back and remove the entry that was added after you have completed triaging your issue.

No direct access to server log?

Log Tailer for Jira

References

Confluence logging and profiling - How to configure additional temporary logging in Confluence
Jira logging and profiling - How to configure additional temporary logging in Jira
Bamboo logging - How to configure additional temporary logging in Bamboo

This Documentation in PDF Format

Some people may need a copy of an app's documentation in PDF format. Individual pages can be exported using the Tools > Export to PDF option. However, it may be more convenient to get a PDF for the entire space.

Steps

Log into the site. (Only logged in users have access to export documentation).
Go to one of the app pages.
From the Confluence menu, choose Browse > Space Operations.
Select PDF Export.

Still Need Help?

Help - more general help.

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