Support
Find the help you need for excentia apps: technical support, contact channels, response guidance, and useful resources.
Our team can help you troubleshoot issues, answer questions, and guide you through configuration and usage.
Need assistance? Use our official support portal so we can review your request and help you as efficiently as possible.
Business hours
Our support team is available Monday to Friday during regular business hours.
If you have questions about our apps, need help with configuration, or want to report an issue, please contact us through the official support portal.
Response times
We review requests submitted through the support portal and aim to respond as quickly as possible, taking into account the nature and priority of each request.
Help us resolve your request faster: include the app name, version, a detailed description of the issue, and screenshots or error messages whenever possible.
What does our standard support include?
Our standard support service helps you with the installation, configuration, and functionality of our apps.
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AREA |
HOW WE CAN HELP |
|---|---|
|
Installation troubleshooting |
Assistance with identifying and resolving issues during app installation. |
|
Configuration and functionality |
Help with troubleshooting configuration problems and issues related to existing app features. |
|
Licensing questions |
Answers to general questions about app licences and subscriptions. |
|
Bug reporting and troubleshooting |
Investigation of technical issues and unexpected app behaviour. |
|
Documentation and resources |
Guidance to relevant technical documentation, tutorials, and knowledge base articles. |
What is not included in our standard support?
To ensure efficient technical assistance, certain services fall outside the scope of our standard support:
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Extensive analysis of specific requirements not covered by an existing agreement.
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Development of custom solutions or new features on demand.
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Specialised product training.
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Custom integration or implementation projects.
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Technical or functional consulting services.
If you require any of these services, please contact our team to discuss your needs and explore the available options.
Additional information
|
TOPIC |
CONSIDERATION |
|---|---|
|
Supported versions |
Support focuses on app versions officially supported and listed on Atlassian Marketplace. |
|
Third-party apps |
excentia is not responsible for issues caused by third-party applications outside our solutions. |
|
Atlassian compatibility |
Our apps are subject to the compatibility requirements specified in their respective Atlassian Marketplace listings. |
|
Licences and subscriptions |
Technical support is provided in accordance with the applicable licensing and maintenance terms for each app. |
For more information about Atlassian product lifecycle policies, please refer to the official Atlassian Support End of Life Policy.
Need help?
If you cannot find the answer you are looking for in our documentation, our support team will be happy to assist you.
Contact excentia Support:
📞 Support