Product Support

Facing a challenge with your Communardo product? We would like to help you!

First of all, check out the following suggestions to see if any of them can support you quickly:

How do we support you?

Just raise an issue in our Service Center (e.g. a support request, a bug or an idea) and we will be at your service.

In the following are details about our product support, such as scope, service hours and SLAs.

What does our free support include?

For all Communardo apps and solutions on supported platforms within our service hours:

  • Help with installation and configuration

  • Assistance with issues during updates

  • Help troubleshooting problems

  • Help identifying workarounds

  • Identifying bugs and creating bug reports

    • Help with workarounds and bug reporting

    • Fixing of bugs will be scheduled according to a variety of considerations

  • In support language English

What does it not include?

  • Product training

  • Support for customers who do not have a valid and current license or active subscription

  • Support for retired apps

  • Support related to non Communardo apps or solutions

  • Beta or development releases of Communardo apps or solutions (e.g. Communardo Labs apps)

  • Individual customization or customized versions

Additional Support

Of course we are also happy to support you with requests that are not covered by free product support. For this purpose we offer the Communardo Service Card.

Support via Communardo Service Card includes:

  • Support for customers who do not have a valid and current license or active subscription

  • Support related to non Communardo apps or solutions

  • Beta or development releases of Communardo apps or solutions (e.g. Communardo Labs apps)

  • Individual Customization

When will we be helping you?

Our business hours are Monday - Friday, 9AM-5PM CET/CEST.

Communardo will be closed on major German and Saxon holidays.

  • New Years Day (January 1st)

  • Good Friday (April 2nd, 2021)

  • Easter Monday (April 5th, 2021)

  • Labor Day (May 1st)

  • Ascension Day (May 13th, 2021)

  • Whit Monday (May 24th, 2021)

  • Day of German Unity (October 3rd)

  • Reformation Day (October 31st)

  • Penance Day (November 17th, 2021)

  • Christmas Eve (December 24th)

  • Christmas (December 25th)

  • Second Christmas Day (December 26th)

  • New Years Eve's (December 31st)

How fast will we help you?

We try to assist you as fast as possible. In order to react faster in urgent cases, we need you to prioritize your issue. When you create a support request with severity "Level 1" to Communardo, our first response will be within 1 hour from the time of your request. Support requests with severity "Level 2" will receive a first response within 4 hours, "Level 3" 8 hours, and "Level 4" within 24 hours.

Supported Platforms

Communardo will not provide assistance for apps and solutions on platforms which are not supported by the app version or Atlassian, including not supported web browsers and database versions. See the Atlassian Marketplace for version details of Communardo apps.