Availability

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Support Options for this Product



Find answers from the community.

Ask a question to the community.

Log a request with our support team.


Requesting Support

If you have a usage question

Ask a question on this site using Confluence Questions. You will need to be logged in. An alternative is to add a question to Atlassian Answers

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 add-on

Please go to the add-on's project in JIRA and create an improvement issue.

If you have a bug to report

Please go to the add-on's project in JIRA and search for an existing issue or create an issue.

If you need support

Please create a support request.  An alternative is emailing support@bobswiftsoftware.com.


Sign in required to participate in the community

This site is viewable by anonymous users. To participate in the community, you are required to have or create an Atlassian account and sign in. Participants can ask and answers questions, watch pages, and create and watch issues. See Site Upgraded to Atlassian Accounts for some additional information and links.

To provide quicker and more accurate responses to issues or emails, please include as much information as possible on the initial request including:

  1. Version of the plugin or add-on - put in the Affects Version/s field in the issue
  2. Version of the Atlassian product - put in Environment field in the issue 
  3. Steps to recreate, including wiki markup or command or configuration information

For CLI tools, also see How to get CLI help, support, and fixes.



Our Support Policy

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

Support policy

  1. License must have a non-expired maintenance window.
  2. Add-on version must be used with compatible host server version as indicated in the Marketplace listing.
  3. The latest add-on version compatible with the host server version is supported. You will be asked to upgrade to the latest add-on level for problem determination and fixes in most cases.
  4. Host server version support is indicated in table above. General rule is to support at least the last 3 current host server versions. Limited support may be available for earlier versions up to their end of life (EOL) following Atlassian Support End of Life Policy
  5. 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.


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 (smile).

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 will help speed response and resolution.

  1. JIRA issues (preferred)
  2. Questions posted on this site 
  3. Email to support@bobswiftsoftware.com
  4. Questions on Answers

Fixes and Improvements

There is no specific response times 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 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 add-on 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.


Getting 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.

Steps

  1. Follow the Atlassian product specific instructions to enable org.swift package level DEBUG.
  2. Perform the steps that cause the problem.
  3. Go to the server and find the application server log file.
  4. Attach the relevant sections out of the application server log (or the entire log) to the JIRA issue you have created.

 

No direct access to server log?

References



Getting This Documentation in PDF Format

Some people may need a copy of an add-on's documentation in PDF format. Individual pages can be exported using the ToolsExport to PDF option. However, it may be more convenient to get a PDF of the entire space.

Steps

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

Still Need Help?

Help - more general help.

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