Support Desk

It is our company policy that all support calls be conducted through the proper channels to ensure that your queries get dealt with in a timely manner by the most appropriate person...

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Troubleshooting Guides

Most common questions are answered in our troubleshooting guides:

Contact us Online

Please use our secure online system at https://support.adaptavist.com

Online Communities

Discuss our products and get the latest news and tutorials:

Why no email?

We used to use email for support enquiries but found it to be very unreliable. To avoid these issues we're now using an online issue tracker (Atlassian's JIRA product) which has really helped us to manage requests and reduce response timescales.

Standard Support	Use online tracker Response times not guaranteed
Business Support	Use online tracker or call 09:00 - 17:00 GMT on Weekdays
Premium Support	Use online tracker or call 08:00 - 20:00 7 days a week
Enterprise Support	Use online tracker or call Any time, any day
Telephone:	Only available to clients with a Service Level Agreement.
Fax:	UK: 0161 660 8668 FaxInternational: +1.161.660.8668
Registered Office:	Adaptavist.com Limited Customer Support Services 46 Carlton Way Glazebrook Warrington Cheshire WA3 5BG United Kingdom

Public Issue Tracker

Bug reports and roadmaps for many of our products and services can be found in our Public Issue Tracker.

Note: Don't use the public tracker to convey private information as it's, erm... publicly accessible!

Support Philosophy

We believe in a transparent, informative process where we will talk as simply, or as technically as you like. We provide access to maintenance schedules and notifications are available, on request, at various level of technicality.

We believe in a 1 day Client Support Request (CSR) response time. Should you file a support request, we aim to responded to your request within 24 hours, and of those requests we aim to complete 70% within the same day. If you need the fastest possible response times, it might be worth taking a look at our Confluence Support service.

All CSRs are logged as tickets in our online support website. This ensures that we never lose track of outstanding queries and the software pesters us should we not respond to you in a timely manner.

When posting comments, please always use the online interface rather than emailing. Remember to always use the "Hand to Adaptavist" workflow action in the issue tracker to ensure your ticket is flagged for our attention.

Finally - we listen! We are regularly review our operating procedures and policies, largely in response to your comments and suggestions. If you have something you would like to say, then please tell us.

Privacy Policy
We will usually retain your contact details should we need to reply to you. Your correspondence may be retained indefinitely. Calls may be recorded to help us improve our service. See our Privacy Policy for more details.
Your fax number is recorded on the fax message