Support Level  Agreement


We are committed to provide timely support for all commercial license holders of J-Tricks plugins. Please use this document for the latest service level agreement for all the commercial plugins from J-Tricks.

Support Channels

In order to speed up the support process, we provide the following support channels.

J-Tricks Jira
J-Tricks Support
Atlassian Community
J-Tricks Jira
In case of priority issues, please create a ticket at https://j-tricks.atlassian.net.

Choose the appropriate project for each plugin.
J-Tricks Support
Reach out to [email protected] for escalations.

We monitor our mail during US Eastern business hours.
Atlassian Community
All our plugins are actively tracked at Atlassian Answers. Use the following tags for each plugin.
  • Simplified Planner: addon-com.jtricks.simplified-planner
  • JQL Tricks Plugin: addon-com.j-tricks.jql-plugin
  • Atla-Search Plugin: addon-com.jtricks.atla-search

Priority Definition

Following are the definition of various priority levels in JIRA
  • Blocker - Blocks development and/or testing work, production could not run.
  • Critical - Crashes, loss of data, severe memory leak.
  • Major - Major loss of function.
  • Minor - Minor loss of function, or other problem where easy workaround is present.
  • Trivial - Cosmetic problem like misspelt words or misaligned text.

Business Hours

Our office is located in Virginia, USA. Core working hours are between 9:00AM to 5:00PM EST, Monday to Friday, except on US Federal Holidays.

Contacts


JIRA   : https://j-tricks.atlassian.net
Phone : +1 240-328-9525
Email  : [email protected]

Priority Process

Issues are ranked based on the following:
  1. Severity of the issue
  2. Availability of workarounds
  3. Ability to reproduce locally
  4. Access to logs, screenshots and other helpful artifacts
  5. Availability of the customer to discuss about the issue