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 customer portal

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

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SEND AN EMAIL

Send an email to pcsupport@adaptavist.com.

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USE A TAG

Post a question at the Atlassian Community 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 we will respond to all new requests within 24 hours (in the working days below).

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Business days are Monday to Friday.

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Except:Christmas - December 25thNew Year - January 1stGood Friday - March 30th on 2018

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Business hours are from 9:00 to 17:00 (UK time).

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:

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Version of Jira.

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Version of Project Configurator.

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

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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:

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TRACE OF THE LOADING PROCESS

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

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

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.