Support Policy

Latest update: March 29th, 2023

Goal of this policy

This support policy explains the support level towards customers.

Click here if you need support.


Initial response time is 1 (one) business day outside planned holiday periods.

Support is provided per e-mail and via the website.


Support is provided to Jira admins and the key designated users (spocs) for paid or trial subscriptions.


Support includes:

  • Incident Support – Identifying and troubleshooting problems in the system
  • Root cause analysis
  • Assistance with issues during installation
  • Assistance with issues during upgrades
  • Identifying and creating needed bug reports
  • Guidance around implementation and configuration

Support does not include:

  • Customers without a valid maintenance agreement
  • Issues outside the scope of the Agile Programs for Jira plugin
  • End of Life, Beta, Release Candidate or Development releases
  • Customized versions of the product (customized = original product code has been modified)
  • Development questions or requests
  • Third-party application integrations or third-party plugins
  • Support for end-users
  • Product training
  • Support in languages other than English and Dutch
  • System & Performance tuning
  • Deployment & Capacity Planning
  • Installation & Upgrade Services
  • Configuration

By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.