Yiraphic aims to respond within 24 hours to new support requests and provide an update at least every 48 hours for existing support requests, although we frequently respond much faster. With clients working across many different timezones, we try to prioritise our support requests, so that we can provide the best level of support for all our customers across several continents. We take exceptional effort to provide support in accordance with our SLA, but can not be held responsible for delays caused by the Client or for reasons outside of TIG's control.
Our Product Support SLA covers Yiraphic apps exclusively and does not cover support of Atlassian software or any third party software.
Standard Product Support Includes:
Help regarding purchased Yiraphic apps with a valid commercial license
Help regarding paid Yiraphic apps under evaluation
Help with issues during installation of Yiraphic apps
Help with issues during Yiraphic apps upgrades, except when outlined in Documentation
Help troubleshooting problems with Yiraphic apps
Help identifying workarounds related to Yiraphic apps
Standard Product Support Does Not Include:
Training for Yiraphic apps and products
Customers who do not have a valid and current license or active subscription of Yiraphic apps
Support related to non-Yiraphic apps
Support related to Yiraphic apps that have been retired
Support for Confluence, JIRA or other Atlassian applications issues
Support for custom scripts written by customers and used in Yiraphic apps
Support for Yiraphic apps in Confluence, JIRA or other Atlassian applications versions that are no longer supported by Atlassian
Support for Yiraphic apps in the environment no longer supported by Atlassian, in particular Web Browsers and Databases versions
Beta or Development releases of Yiraphic apps
Support for Yiraphic apps applied to a Community, Non-profit, Developer or Open Source license of Atlassian software
Support for free Yiraphic apps
Business Hours and Response Time
Our Head Office is based in Amsterdam, the Netherlands and so our core business hours are Monday — Friday, 08:00 — 18:00 CET time. Our Standard Product Support Service is closed during major Dutch holidays.
How to Log a Support Request
Support requests are logged via the contact form, available here.
In order to help us to investigate a reported problem and provide the solution as soon as possible, please provide us as much relevant information as possible, such as:
App name and version you are using
Version of Confluence or other Atlassian application, you are using
All information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.
Web browser used and its version number
Enterprise Support Service Contracts
We appreciate that some clients will require support that falls outside of the Standard Product Support scope. We offer enhanced support service contracts which can be tailored to meet your specific requirements, including support for Atlassian products, all Yiraphic products including free apps and also third party licenses.
There may be times where you want a more flexible approach to support than those offered in our Standard Product Support outlined above. In these circumstances, a Time Account may be more appropriate. This is designed specifically to provide support for unplanned events, for which Yiraphic can provide bug fixes, feature enhancements, configuration and bespoke development.
A Time Account provides you with a bank of time to use as you need, measured in hours and scheduled according to agreed terms, and usually billed on a retainer basis. We use this approach successfully with many of our clients, both large and small, giving us the agility of delivery and you the flexibility of control.
Please note that this service is not typically appropriate for significant project work, which would be quoted for on a project by project basis.
If you would like to know more about Enterprise Support for our products and apps, contact us for more details.
Atlassian Community Support
Over the years a large and active Atlassian community has grown up. Generally this community is a powerful resource for you to make use of, particularly so if you have chosen not to purchase a commercial support contract with TIG.
The primary way to interact with this community is through the Atlassian Answers Forum. It is here that you will find suggestions, help, advice and good practice.
Yiraphic cannot be held liable for any advice given by third parties or through the Atlassian Answers Forum. For commercial contracts, please see our Enterprise Support Service Contracts section above.