Business Hours and Response Time
We will respond to your support requests within:
- 8 business hours – Server
- 2 business hours – Cloud / Data Center
from the time of your request. Our office is based in St. Petersburg, Russia and so our business hours are Monday — Friday, 10:00 — 18:00 Moscow time (UTC+3). Teamlead is closed during major Russian holidays.
Submitting And Tracking a Request
In order to help us to investigate a reported problem and find a solution faster, please provide us as much relevant information as possible, such as:
Add-on name and version you are using.
A version of underlying Jira or Confluence.
All information regarding the issue you are facing including log files, steps to reproduce, screenshots, etc.
Web browser used and its version number.
If you have several questions it's highly recommended to submit them as separate tickets so we will be able to triage them between different assignees and respond faster.
- Help regarding public Teamlead add-ons under evaluation. App Evaluation Guide
- Help with issues during installation and upgrades of public Teamlead add-ons.
- Help troubleshooting problems with public Teamlead add-ons.
- Ideas and feature-request receiving and optional informing on a feature/improvement release.
Support Does Not Include
- Product Training.
- Support of the customers who do not have a valid and current license or active subscription on Teamlead add-ons.
- Help with apps in case of underlying Jira or Confluence version no longer supported by Atlassian.
- Troubleshooting problems related to other applications (e.g. Jira) that Teamlead add-on is integrated with and not directly related to the add-on integration.
- Support related to Teamlead add-ons that have been retired.
Besides public add-ons support, Teamlead provides custom development and extended support of Atlassian products and apps. Contact us with your special requests and we will suggest a solution.