We are happy to get in touch with our customers, because our customers are important for us. That is why customer requests always have the highest priority. We are ready, just contact us based on following rules for support requests.
If the maintenance contract is valid, support requests will be answered within 48 business hours from the time of your request. To avoid unnecessary delays, please do not forget to include your SEN (Support Entitlement Number) in your support request.
Our business hours are Monday - Friday, 9 - 17 (GMT(+02:00) Europe/Berlin)
German public holidays are not included in our business hours.
In addition, there are 6 weeks of company holidays, which are spread over the year. These are also not included in business hours.
As a support channel you have the following options
- Service Desk: https://devopssystems.atlassian.net/servicedesk/customer/portal/
- Email address: email@example.com
Please prefer to contact us via our service desk. We can only offer support in English or German.
Scope of Support
What do we support?
In general, we are happy to help you with the installation, troubleshooting and identification of workarounds as long as they are our products.
What do we NOT support?
- Test versions identified by a version suffix MAJOR.MINOR.PATCH-SUFFIX
- Support enquiries without a valid support/maintenance contract
- Extendend support requests
Extended support requests
We are also happy to offer you product training courses, but these are not part of the support/maintenance contract and therefore not included in the support services. If you need a product training, please contact firstname.lastname@example.org
Atlassian Product Support and Training
We also offer support and training for your Atlassian products. However, these are not part of the support/maintenance contract and are therefore not included in the support services. If you need training and/or support on Atlassian products, please contact email@example.com