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CollabSoft provides customer support for all add-ons listed on the Atlassian Marketplace. If you find yourself in need of support, you can create a support request using the service desk customer portal.
Service Desk
If you're looking at this section, it probably means that you are in need of support. Let's us start by saying that we are sorry that you are in need of assistance. Hopefully it is a minor issue which we can fix in a jiffy.
We are using Atlassian Jira Service Desk for all support requests. You can create new support requests and review the status of existing requests in our Customer Portal.
A service desk account and a valid SEN number are required for creating support requests. You can create an account using the "Sign up" button.
Customer Support policy
It is our intention to respond to support requests within 1-3 business days (excl. official Dutch holidays). Our office times are Monday to Friday, 9AM to 5PM CET. As a small marketplace vendor it can prove difficult to provide enterprise-grade support. As such, we appreciate your patience with our support process. We will try our best to help you solve the problem, but cannot guarantee that we can provide a solution for each specific issue.
Add-on support includes help with issues during installation, upgrades and add-on usage. It does not include training, help with Atlassian product issues, support for older non-supported versions of the add-on or non-english support requests. We will try to help customers without a valid and current license on a best-effort SLA without any guarantees of solving the issue.
Atlassian product compatibility policy
CollabSoft add-ons are only supported for Atlassian products that have not yet reached End of Life status. Please consult the Atlassian Support End of Life Policy page for a list of currently supported product versions.
In terms of Atlassian product compatibility for supported Atlassian product verions, we try to adhere to the requirements listed in the Atlassian Verified Program. Unfortunately, it is impossible to continue to provide support for breaking changes in Atlassian products. As such, breaking changes to (private) Atlassian product API will result in the release of a new version of the add-on and retirement (End of Life) of previous add-on versions. It is strongly recommended to make sure CollabSoft add-ons are used in combinations with the latest version of Atlassian products.
CollabSoft add-ons are released with a [MAJOR].[MINOR].[PATCH] versioning scheme, also known as Semantic Versioning. Backwards compatibility is only guaranteed for [PATCH] versions. Breaking changes may be introduced in [MAJOR] and [MINOR] versions without providing an automated upgrade path and without prior warning.
List of offical Dutch holidays 2017-2020
- New Years Day (January 1st)
- Easter Monday (April 17th, 2017. April 2nd, 2018. April 22nd, 2019. April 13th, 2020)
- Kingsday (April 27th)
- Ascension Day (May 25-26, 2017. May 10-11, 2018. May 30-31, 2019. May 21-22, 2020)
- Pentecost Monday (June 5, 2017. May 21th, 2018. June 10th, 2019. June 1st, 2020)
- Christmas (December 25-26)
Last updated: December 19, 2016
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