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.
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 occasion 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.
With the proper access, our team can remotely connect to your server and fix problems through the application UI. For system-level configurations we can assist your team via screenshare, not by logging in to the server directly. We also use video and audio conferencing technology to work with your team.
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.
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.
|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|