Support

We are aimed at providing high-level customer service to all of our users. We appreciate any kind of feedback about our application, its features, and usability.

Feel free to contact our support team if you need any kind of assistance using one of the following means:

Email us at support@alpha-serve.com

Call us: +380980377286

Create support request in Jira Service Desk

Ask a question in the Atlassian Community (available to all signed-up users)

Work Schedule:

Mon - Fri 9:00AM - 5:00PM EET (UTC+02:00)
Please, visit this page to see the holidays, when our support team does not work:
https://aserve.atlassian.net/l/c/n0HbTY0m

Initial Response Time Frames:

48 hours for issues classified as High priority.
Within 72 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.

Support Service Scope:

Monitored email support.
Monitored Jira Service Desk support.
Online configuration and Set-up support (upon request).
Manned telephone support for High priority issues within our business hours.
Remote assistance using Remote Desktop and Virtual Private Network (where available).

Additional information:

We only support app versions that are officially listed as supported in each Marketplace app listing.
We do not take any responsibility for issues or problems that may arise through the use of other third-party apps.
Only Jira and Confluence versions officially supported by Atlassian will be supported.
Only customers with a valid subscription or maintenance license will be supported. No SEN (Support Entitlement Number) needed for general questions or inquiries.
If you’re interested in advanced Premium or Enterprise support packages, please contact us for more details: atlassian@alpha-serve.com.

For more information, please read our Service level agreement (SLA).

Data privacy issues are fully described in our Data security and privacy statement.