At Advanced Workspace we are committed to delivering exceptional customer service to all our users.
How to get support #
We value your feedback on Advanced Boards, including feature requests. If you need help configuring or using the app, our support team is ready to assist you:
- Raise a request in our Help Center
- Email support@advancedwspace.com
- Ask a question in the Atlassian Community
Initial response times #
Priority is determined by Advanced Workspace based on the level of impact the incident has on the customer. Our time to first response varies with that priority:
| Priority | First response |
|---|---|
| High | within 24 hours |
| Medium | within 72 hours |
| Low | within 5 business days |
Priority support on the Advanced edition #
A support bundle names the site’s edition and its support tier, so a request raised from a site running the Advanced edition reaches our priority queue. The response targets above are the commitment for every site; see Pricing and Licensing.
Support hours #
- Standard support hours are 9:00 AM to 6:00 PM ET, Monday to Friday, excluding national holidays in the USA.
- You can still submit a ticket or post in the Atlassian Community outside business hours. We review all requests promptly, and urgent work items are prioritized as soon as our team is back online.
What support covers #
- We provide support only for app versions officially listed as supported in their respective Marketplace listings.
- We help resolve technical work items that result in outages or malfunctions of Advanced Boards.
- We investigate and address technical problems that cause the app to operate below optimal performance.
- We provide technical assistance through comprehensive support documentation and other Advanced Workspace resources.
- We deliver support in English.
- Customers can submit suggestions for new features or improvements through our Help Center.
Before you raise a ticket #
Many questions are already answered in Troubleshooting & FAQ. Messages that come only from forecasts, calibration, portfolios, scenarios, AI investigation or a very large board are listed separately, by cause, on Forecast, scenario and size messages.
