Expert services
Our staff is experienced both in the configuration of Atlassian products and the use of them. Need help with tweaking your workflows over time? Generating reports for management? Automating processes? Managing the flow of documentation? Typically there is a need for ongoing tactical support and Expium offers it.
Our engineers
At Expium, our engineers can remotely access systems and diagnose problems quickly. We are capable of responding in a timely manner and at times be available for emergency help. In addition to direct assistance, our support customers also receive priority email access to our team.
The support frequency described below is flexible - we can accommodate occasional extra needs without extra cost or contracts.
We often respond more quickly than the timeline mentioned below; there are situations where response times could be longer than what is listed.
Remote assistance
With the proper access, our team can remotely connect to your systems to fix problems through application UIs, or we can assist your team via videoconferencing and screenshare Screen Share,rather than logging in to your systems directly.
API support
For the upper tiers of support, we also will assist with customizations and other integrations that utilize the API. We have developers on staff that can readily assist your development team.
Flexibility
Our model is for you to have the expertise when you need it. For example, on a given month those days might all be part of an intense week and for other months spread out as one day each week. The day of effort can be spread across parts of several days as needed. We are not looking for a minute-by-minute accounting, but rather an overall level of effort/commitment.
Tiers of service
| Typical support | Services | Remote assistance | Typical response time |
|---|---|---|---|
| 1 day per week | Jira, Confluence | Included | 1 business days |
| 2 days per week | Jira, Confluence, Enterprise Service Management, Portfolio Management, API Support | Included | Same business day; some weekends |
| 4 days per week | Jira, Confluence, Enterprise Service Management, Portfolio Management, API Support | Included | Same business day; some weekends |