+0034 670 943 266 info@awnaba.com

SUPPORT

 

If you want to report a bug, propose a new feature or simply need help when using or evaluating Project Configurator, please use its issue tracker. Take also into account that a search in this issue tracker may return similar issues and information on their solution, so some searching before submitting your request might give you an immediate solution.
Remember that if you want to file an issue you have log in first as a user. If you do not have an account in the tracker, you can create one in a few clicks.

If for any reason you cannot use the issue tracker, alternative means of finding support are:

\

SEND AN EMAIL

Send an email to support@awnaba.com.

\

USE A TAG

Post a question in Atlassian Answers using the tag addon-com.awnaba.projectconfigurator.projectco. Using this tag is important, otherwise there is a fair chance that we never get to know about your question, given the large number of questions that are posted every day.

 

SUPPORT FOR CUSTOMERS

 

Customers that own a license with right to maintenance and support can request support by any of the channels described above. Obviously, requests from customers have priority.

Our service level agreement to our customers is that any request related to any kind of problems they may encounter while operating Project Configurator will be responded not later than the next business day (and usually in a few hours).

p

Business days are Monday to Friday.

s

Except:

Christmas - December 25th

New Year - January 1st

Good Friday - April 14th on 2017

t

Business hours are from 8:30 to 18:00.

This commitment does not apply to new feature requests, even though we will do our best to reply with our plans and opinions regarding that new feature in a few days.

 

WHAT INFORMATION SHOULD I PROVIDE?

 

Whatever channel you choose to request support, we will be able to respond faster if you add this information:

\

Version of JIRA.

\

Version of Project Configurator.

\

If the operation involves Agile boards or sprints, ranking, etc. specify also the version of JIRA Agile (JIRA 6) or JIRA Software (JIRA 7).

\

Operation you were trying to perform: import or export, configuration only or complete projects (configuration and data).

If you are reporting a bug or have any kind of problem related to importing (either configuration only or complete projects) into JIRA, you can help us a lot by sending:

\

TRACE OF THE LOADING PROCESS

The complete trace of the loading process, as it appears in the results page, including the error information.

\

IF IMPORTING ONLY CONFIGURATION: THE XML FILE YOU WERE TRYING TO LOAD

If it contains user names, email addresses, or other sensitive data, bear in mind that attaching it to an issue in the issue tracker will make it visible to anyone. To avoid this, you can delete that section of the file and add a comment explaining what you have deleted. If this information were necessary to resolve the issue we would get in contact with you. As an alternative you can also email this file to support@awnaba.com.

If you have a problem exporting, it is very likely the plugin produced an HTML page with error information. If possible, copy the information provided in this error page and include it with your request.