Our support options allow you to tailor responsiveness and weekly coverage to your requirements...
Overview
Adaptavist's support services can be tailored to your needs - from free Community Support through to 24/7 Enterprise Support.
Which products and services can be supported?
The following products and services can be supported:
Feature Comparison
The table below shows an overview of the support services. For more detailed information, click on the links in the headings.
| Feature |
Community |
Standard |
Business |
Premium |
Enterprise |
| Item Code |
COMM |
SUPP |
SLAA |
SLAB |
SLAC |
 Weekly Coverage |
168 hours
At our discretion |
12 hours
As time permits |
40 hours
Monday - Friday
9am - 5pm |
84 hours
Any Day
8am - 8pm |
168 hours
Any Day
Any Time |
 Acceptable Monthly Usage |
n/a |
3 hours |
5 hours |
7 hours |
10 hours |
 Max. Response Time
|
n/a |
Varies |
4 hours |
4 hours |
4 hours |
 Max. Schedule Time |
n/a |
5 business days |
3 business days |
3 calendar days |
3 calendar days |
 Guaranteed Times |
 |
|
 |
|
|
 Community Support |
|
|
|
|
|
 Online Support |
|
|
|
|
|
 Telephone Support |
|
|
|
|
|
 Minimum Term |
n/a |
3 months |
3 months |
3 months |
3 months |
 Included with Purchases |
|
|
|
|
|
| Monthly Cost per Solution (server/app) |
n/a |
£50 |
£100 |
£200 |
£350 |
| Penalty for Misuse |
n/a |
£50 |
£100 |
£200 |
£350 |
All prices are monthly costs. Quotes can be provided in GBP, USD, EUR, AUD and CAD. Discounts are available for paying in advance: Quarterly (3 months, 5% discount), Annual (12 months, 10% discount).
Community Support
Free community support is available to everyone, regardless of whether they are an Adaptavist customer or not, via the online forums on our website. For more information, please see Community Support.
Standard Support
Standard Support is included with all products and services purchased from Adaptavist and can also be purchased for applications obtained via other vendors if desired. Support requests are processed in batches providing roughly 12 hours of active support time per week per customer within the 40 hours of service availability.
Business, Premium and Enterprise Support
These support levels extend our Standard Support service by providing much faster response times, telephone support and extended weekly coverage.
For support of software not purchased directly from Adaptavist, a Standard Support agreement is required in addition to Business, Premium or Enterprise Support.
Why choose Adaptavist?
As a company that provides licensing, hosting, plugins and bespoke development services to customers in over 55 countries, Adaptavist have a broad yet in-depth knowledge of Atlassian products, their deployment, development and ongoing maintenance.
How does the service work?
The Standard, Business, Premium and Enterprise Support services are designed to provide the you with a direct channel of communication to skilled engineers therefore reducing the amount of time taken to resolve reported issues.
All support queries are made through our online Customer Support Portal to ensure that they're properly tracked and prioritised. If you have a service level agreement (Business, Premium or Enterprise Support) you can also phone us to get an immediate response on support tickets you've added.
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