Support

We are aimed at providing high-level customer service to all of our users. We appreciate any kind of feedback about Tableau Connector for Jira Cloud, 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)

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

New Year

1 day

01/Jan/2021

Orthodox Christmas

1 day

07/Jan/2021

International Women’s Day

1 day

08/Mar/2021

Labour Day

1 day

03/May/2021

Vistory Day

1 day

10/May/2021

Holy Trinity

1 day

21/Jun/2021

Constitution Day

1 day

28/Jun/2021

Independence Day of Ukraine

1 day

24/Aug/2021

Defender Day

1 day

14/Oct/2021

Christmas

1 day

25/Dec/2021

New Year

1 day

31/Dec/2021

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:

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

  4. 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.