Products Services Support Company Support System Links Create new support ticket → or browse your support tickets Community forums → (feature requests, tips & tricks and more!) How to report problems or ask questions? It is easy: Submit a ticket by clicking the "Support" tab floating in the right (or by using the links provided in the Support System Links section). Provide as detailed information as possible. Alternatively, you can send an email to info[at]midori-global.com if your request contains confidential information. We will return to you with a solution in the specified response interval. Availability Product support is available online by using Midori's Zendesk support system, or by email. Product support is available 24 hours a day, 5 days a week. Working hours include the hours from 9:00 to 18:00 in the GMT +1:00 timezone, from Monday to Friday. Free Support? You are encouraged to use our Zendesk ticket system even if you are using free licenses. Please note response times are guaranteed for commercial licenses only. Buy commercial license and support here. Product Support Service Support service includes: Problem resolution support: we help you to solve installation, usage and configuration problems (unlimited number of cases). Emergency bugfixes: in case of high priority incidents, users can request an immediate bug fix release. It does not include: Development or change requests. Environment issues: host application issues (e.g. problems with JIRA), application server issues (e.g. problems with Tomcat), database issues (e.g. problems with MySQL) or anything not directly related to the product implementation, configuration or operation. Service Measures Priority Definition Response High Application down, or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions or critical deployment activity failed. Within 8 working hours Normal Application issue that has moderate impact to the business, or an issue that has a workaround that is considered as temporary. Within 16 working hours Low Question on how a particular feature or function performs or should be configured. Issue that has minimal impact on business and can be tolerated for a reasonable period. Within 48 working hours Products JIRA PDF View Plugin Better Excel Plugin for JIRA Archiving Plugin for Confluence Services Template Development Implementation Custom Development Support Customer Support Documentation Get in Touch Need help? info@midori-global.com Twitter → Atlassian Marketplace → Share this page © 2014 Midori.