Support Policy

Vectanex
Support Policy

Professional support services to ensure your success with Vectanex apps. We're here to help you get the most out of our products.

Support Hours

Our support team is available during business hours to assist you with any questions or issues.

Business Hours

Monday - Friday

09:00 - 18:00 (UTC+8)

Closed

Weekends & Public Holidays

Tickets submitted during these times will be addressed on the next business day

Note: Our support team is based in Singapore (UTC+8 timezone)

Response Time (SLA)

We value your time and aim to respond as quickly as possible. Below are our target response times based on issue priority.

Critical|Production issues affecting core functionality
Within 4 business hours
High|Major features impaired but workaround available
Within 8 business hours
Normal|General inquiries and minor issues
Within 24 business hours
Low|Feature requests and enhancement suggestions
Within 48 business hours

Important Note

Response times are measured in business hours only. Critical issues affecting production data are prioritized above all else. While we strive to meet these targets, they are goals rather than guarantees. Actual response and resolution times may vary depending on issue complexity and current support queue.

Support Scope

Understanding what we can help you with

What We Support

  • Installation and configuration of Vectanex apps
  • Troubleshooting errors and bugs within our apps
  • Questions about features and functionality
  • Assistance with licensing and billing inquiries

What We Do Not Support

  • General Jira administration or configuration unrelated to our apps
  • Issues caused by third-party plugins or custom scripts
  • Beta or EAP versions of Atlassian products
  • Custom development or feature requests outside our product scope

How to Raise a Support Ticket

Need help? Submit a support request through one of the following channels:

Email Support

support@vectanex.com

Service Desk

Coming Soon

When submitting a ticket, please include:

  • •Detailed description of the issue
  • •Steps to reproduce the problem
  • •Your Jira instance type (Cloud, Server, Data Center)
  • •Vectanex app version
  • •Screenshots or error messages (if applicable)
Contact Us

Support Policy Terms

Service Level Objectives

The response times listed above are service level objectives (SLOs), not guarantees. We make our best effort to meet these targets, but actual response times may vary based on ticket volume, issue complexity, and available resources.

Priority Classification

Vectanex reserves the right to reclassify ticket priorities based on our assessment of impact and urgency. We will notify you if your ticket priority is changed.

Best Effort Support

Our support is provided on a best-effort basis. While we strive to resolve all issues quickly and effectively, we do not guarantee resolution within any specific timeframe.

Updates & Communication

We will keep you informed about the status of your ticket and provide regular updates on progress. You can expect at minimum an acknowledgment within our initial response time.

Last Updated: December 2024

This support policy may be updated from time to time. We encourage you to review it periodically.