Our Standard Support service provides online support for products and services purchased from Adaptavist...
Which products and services are supported?
Standard support is included with products and services purchased from Adaptavist and provides online support during the service term or product maintenance period (as applicable).
Products should be kept up-to-date to ensure highest quality of support.
Service Availability
Standard Support is available between 9:00 and 17:00 (London time) from Monday to Friday. 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.
Pricing
Standard Support is included by default with any product or service purchased from Adaptavist:
- Licenses, maintenance extensions and license upgrades for products (Confluence, etc.) and plugins (Theme Builder, etc.) include 12 months Standard Support as standard
- Services (Shared Hosting, etc.) include Standard Support for the duration of the service contract
Standard Support can be obtained for supportable products not purchased from Adaptavist if desired. Each item (application or plugin) supported costs £50 GBP per month.
All prices are monthly costs. Discounts for paying in advance: Quarterly (5%), annual (10%).
For example, if you purchased your Confluence license from Atlassian you can purchase additional Standard Support from Adaptavist for £50 GBP per month if desired.
No Guaranteed Service Level
12 hour weekly coverage
Mon - Fri, 9am - 5pm (London time)
Max. response time: 12 business hours
Max. schedule time: 5 working days
Min. contract term: 3 months
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