Overview
This document covers the support levels of plugins developed by OBSS and published on Atlassian Marketplace.
Support Scope
Only plugins labeled with the "Supported" label will be supported officially. Support requests for unsupported plugins will be replied to but will be handled with the lowest priority.
Licensed plugin customers will have the highest support priority. Evaluations will also be supported but will have a lower priority.
To see a list of plugins developed by OBSS, please follow the link below:
Plugin support aims to resolve bugs and support requests. OBSS does not guarantee WHEN or even IF a feature request will be implemented in future releases. Feature requests will be collected and evaluated according to the existing roadmaps of plugins.
Support Window
OBSS support teams operate in Turkey's Timezone (GMT+3). The official support window includes all weekdays (Monday to Friday) from 08:00-17:00 Turkish Time (GMT+3), excluding weekends and national holidays in Turkey.
Communication Channels
Customers are expected to open support requests through OBSS JIRA customer portal appsupport.obss.tech or by sending an e-mail to appsupport@obss.tech
While reporting issues, customers are kindly asked to define their issues clearly, provide reproduction steps for bugs, version information, screenshots, and license information. The OBSS support team might ask for additional information, screenshots, and log outputs.
Support includes responding to customer tickets via e-mail. Phone calls, video conferences, screen sharing, or connection to customer systems are not included.
Service Levels
|
Priority |
Description |
Response Time Goal |
|---|---|---|
|
High |
Any issue that obstructs ongoing customer operations entirely. |
1 Business Day |
|
Standard |
All other support requests. |
3 Business Days |
OBSS does its best to resolve issues as fast as possible, but does not express a public time goal for the resolution of reported issues.
No Penalties
While OBSS does its best to provide bug-free products and the best level of support available, it does not guarantee compensation or reimbursement of any kind for losses claimed to be caused by the use of OBSS plugins, or for failure to meet the goals above. (See End User License Agreement - EULA)
Emergencies
For emergencies of any severity level inside service hours, use the communication channels above to contact us directly.
For emergencies outside service hours, as a first action, use the communication channels above to contact us directly. Our team monitors emergencies 24/7. If you can’t get an immediate response from the channels above, you can contact Atlassian support. They have the means to reach us outside service hours.