Support work time

Mon - Fri 9:00AM - 5:00PM EET (UTC+02:00)

 

Our support office is closed on some of the local holidays including:

 

New Year

1 day

01/Jan/2022

Orthodox Christmas

1 day

07/Jan/2022

International Women’s Day

1 day

08/Mar/2022

Labour Day

1 day

02/May/2022

Victory Day

1 day

09/May/2022

Pentecost

1 day

13/Jun/2022

Constitution Day

1 day

28/Jun/2022

Independence Day of Ukraine

1 day

24/Aug/2022

Defender Day

1 day

14/Oct/2022

Christmas

1 day

25/Dec/2022

New Year

1 day

31/Dec/2022

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 Management

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

 

Work time:

Mon - Fri

9:00AM - 5:00PM

EET (UTC+02:00)

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 Management 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:

  1. We only support app versions that are officially listed as supported in each Marketplace app listing.

  2. We do not take any responsibility for issues or problems that may arise through the use of other third-party apps.

  3. Only Jira and Confluence versions officially supported by Atlassian will be supported.

  4. Only customers with a valid subscription or maintenance license will be supported. No SEN (Support Entitlement Number) needed for general questions or inquiries.

  5. 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 https://aserve.atlassian.net/wiki/spaces/GIAFJ/pages/1322647557 .

Data privacy issues are fully described in our https://aserve.atlassian.net/wiki/spaces/CLGIT/pages/1367900202 .