If you need support with any aspect of our hosting services, we can respond faster if you do the following...
If it's not confidential...
If your requirement is not confidential, please consider asking in our public Forum - that way you are likely to get responses from both Adaptavist and any of our other customers who are using the service.
In addition, the more questions that are answered publicly, the better our online resources will be.
Is the question already answered?
It's always quicker to find an existing answer on our website than it is to raise a support ticket.
Our Support page lists all the most common questions and their answers – please always read through that page first as it answers most of the common questions.
You can also enter what it is you're looking for in the search box at the top of the page, eg. "domain names" if you want to find out how to use your own domain name for your site.
The search scans the whole site - you can filter it down to just this space (or any other) using the options on the right of the search results page.
We need specifics!
It saves a great deal of time if you can tell us the following information whenever you ask for assistance:
- What is the URL to your hosting account – this lets our hosting team quickly check all kinds of things, usually finding and fixing the problem before they reply
- Which version of Confluence are you using – you can find this at the bottom of pages in the Administration Console
- Which web browser (and version) and operating system are you using?
If you get an error message...
Copy the entire text of the error message in to the support ticket - that often lets us see exactly what the problem is resulting in a much faster resolution.
If you can't access your site...
Run through our tutorial on tracert or traceroute to find out if it's a problem on the Internet - this is especially important for intermittent problems on your company network or with your ISP.
Don't post support requests in the public tracker
Our public issue tracker at https://jira.adaptavist.com is primarily for keeping a record of processed feature requests and bug reports.
It's not nearly as heavily managed as our secure tracker at https://tracker.adaptavist.com
If you post in to the "jira" site, you could be waiting days or months before you get an answer. If you post to the "tracker" site, you'll generally have a solution in the same day.
Be patient but not too patient
Wherever possible, we try to answer support requests as soon as we see them.
However, there are certain times when we're just snowed under - eg. during roll-out of a new version of a plugin, national holidays or even just peak sales season. At such times, it might take us a day or two to reply so please be patient.
That being said, if you've not received a response within a few days, post a comment asking for an update. If for some reason your request has slipped off our radar, posting a comment will ping us!
Hand to Adaptavist
As our customer count has steadily grown (by about 100% a year!) we've had to optimise the way we deal with support. The primary optimisation is knowing when our input is needed on support tickets – specifically when they are marked as "With Adaptavist".
We've updated our https://tracker.adaptavist.com site to automatically hand tickets to us whenever possible - eg. when you post a comment you'll be prompted to hand the ticket to us.
However there are some fringe cases where it still leaves tickets marked as "Open" instead of "With Adaptavist".
If you're ticket is not marked as "With Adaptavist", there's a good chance we won't notice it because we focus mostly on tickets that are flagged for our attention.
You can hand tickets to us using the "Hand to Adaptavist" link on the top-left of your ticket pages.
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