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.

If you need an improvement added to an app

Please create a support request.

If you have a bug to report

Please create a support request.

If you need support

Please create a support request.  

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.

Sources

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

1. Jira issues created in our Support portal (private).
2. Questions posted on this Atlassian community.
3. 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:

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

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

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

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

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

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