Please look through all the documentation. Much of the documentation came from common questions. Additionally it might be worth reading through old tickets or at least searching to answer questions.

"We submitted a support request X days ago, please respond!"

Explanation: As of this point mid January 2017 I have fallen quite far behind on support. I am excited to get back on track but understandably some customers are angry that they have not gotten a response. Thus you can provide them with the answer below. Typically answer their question first and end with this paragraph.

Thank you for your interest in the add-on! Sincere apologies regarding the very slow response. We acknowledge this is frustrating and unacceptable. Moving forward we have now hired support staff and will add new staff as necessary so that all support requests are answered or at least engaged actively in a timely manner.

Having an issue with Cloud add-on 'X'

Explanation: Most often cloud add-ons simply not working or because the permissions for the cloud add-on user have been restricted or not properly enabled. This link explains that in some detail and how customers can solve the problem.

Cross Product Support / Common Troubleshooting

copy / paste to customer if it seems like a permission issue

It seems this is related to add-on permissions. Please review the documentation found here: Cross Product Support / Common Troubleshooting

Please let us know if that resolves the issue or if not we'll dig further.

Any plan to get that fixed soon? It is blocking us.

For features customers need implemented quickly I do offer some options:

copy / paste to customer

1) Punchcard service are designed to expedite essential features customers required. When a customer purchases a punchcard it can be used for a variety of things including implementing a feature or fix. (https://appfire.atlassian.net/wiki/display/ART/Service+Punchcards)

We are in a really bad situation here and need your help. Can you hand this ticket over to another rep so we can get a response please? sorry but this is really urgent. Thanks.

If something is not in the standard documentation it is probably a bug which cannot be fixed right away or a new feature.

In some cases a bit of research will be required to determine the correct answer.

We're working as fast as we can and will continue to research the issue.

Do you have a “road map” available where I can see what updates you are planning?

copy / paste to customer

We typically plan bi-weekly sprints, but don't have a near term roadmap to share at this time. If you're interested in a specific feature or bug fix we can tell you if that is scheduled.

We do offer a "punchcard service" which is designed to expedite essential features customers required. When a customer purchases a punchcard it can be used for a variety of things including implementing a feature or fix. (Service Punchcards)

We are an Atlassian Expert, can you give us a free license?

Go here and grab a code, send it to Expert: https://promo.atlassian.com/RNO8CS

Thanks very much for your interest in this Confluence add-on!

Yes!

Here is the license link to purchase the license at a 100% discount: "LICENSE LINK"

How to generate the license starts at 7:24 in this video:

Or for Cloud give them a "Private Listing" token link:

Customer Support

Responses to Common questions