We strive to respond to every request within one business day except for weekends and holidays. Note that this is relative to the time to first response. The amount of time needed to provide a fix is variable based on the nature of the event. Each request is prioritized against all other requests in the support queue, depending on the request type.

We make our best effort to reply to each request in the shortest reasonable time. We provide support under this SLA but cannot be held responsible for delays caused by the Client or for reasons outside of our control. Support for the Data Center clients is prioritized to ensure quick response times and rapid solution-finding for such clients.

Support covers

• Investigating reported issues related to our products.
• Bug fixing on our apps.
• Compatibility updates for our apps.
• Help with functional issues (bugs, troubleshooting) that are not covered by the documentation provided for our apps.
• Help with issues arising out of our apps upgrades.
• Demos for our apps use cases.
• Accepting feature requests, but without ETA or guarantee that a feature will ever be implemented.

Support does not cover

• Implementation support.
• Training, webinars on our products.
• Help on apps that are archived or no longer supported by PTIGlobal.
• Help on app versions that have been modified by the client.
• Support for custom scripts that were written by clients. Please post such requests to the Atlassian Community.
• We, as well as other community members, will provide advice and ‘tips and tricks’ there but we cannot provide a guaranteed quick reply there.
• Creating patches for previous versions of the product, except critical security fixes.
• Help with programming.
• Evaluation license for periods longer than available on the Marketplace.
• Providing app upgrades or configuration.
• Help on Atlassian software.
• Help on third-party apps or software.
• Help on issues not related to our apps.
• Support outside of team working hours.
• Support in languages other than English.
• Phone support.
• Source code for our apps.

We make our best effort, but we cannot guarantee quick turnaround time on the following requests:

• Help with our free apps.
• Help with apps that are currently not released and are in the evaluation stage.
• Installation, configuration support on our apps if not covered in the documentation.
• Workarounds for our apps due to Jira, Confluence, or other Atlassian application limitation.
• Advanced support services.
• We understand that every company requires a different level of our engagement and are happy to help you with requests that fall outside of standard support. We offer various kinds of custom, advanced support services tailored to your specific needs and use cases. We review your case with you and define the time and services necessary to help you achieve your goals. Then we plan to work on your case and you get a dedicated developer and a time frame to satisfy your needs.

Atlassian Community
Aside from our support, you can also find help (suggestions, best practices, tips, and tricks) in the Atlassian Community. We also check the Community and post answers on how to use and configure our apps in the best way. We recommend that you post your implementation questions and requests there. This way you will get help and other Community members will have access to the solution as well.

Disclaimer: PTIGlobal cannot be held liable for any advice given by third parties in the Atlassian Community. For PTIGlobal support on implementation requests, please contact us for a support contract.

Getting support
You can contact us at the following address:
Email: qiq@ptiglobal.net

Business hours and response time
Our support team working hours are 8 am – 6 pm PST/PDT Monday through Friday. Our support service is closed on the weekends and all federal public holidays observed in the United States of America.