Once a support request to Andy Ng (EliteSoft) has been created, we will make our best-effort to respond to your request within the next business day. We strive to respond to your request as fast as possible and, as a small team, we especially appreciate your patience. Andy Ng (EliteSoft) will use reasonable efforts to perform the Support in accordance with this Service Level Agreement and is not responsible for delays caused by the Client or for reasons beyond Andy Ng (EliteSoft)’s control.

Business Hours

Andy Ng (EliteSoft)’s business hours are Monday – Friday, 8AM – 5PM ICT(UTC +7). Andy Ng (EliteSoft) is closed on major Vietnamese holidays.

Support Channels

• Tickets submitted at https://elitesoftware.atlassian.net/wiki/spaces/INFORMATION
• Emails sent to andyng90sp@gmail.com

STANDARD SUPPORT INCLUDES

• Help with issues during installation
• Help troubleshooting problems
• Help identifying work-arounds

STANDARD SUPPORT EXCLUSIONS

Given the nature of some of our products, some users may need extra help beyond what we can consider standard support. Examples of items excluded:

• Product Training
• Product Integration

We will be happy to refer you to other Atlassian Partners for this kind of help.

WHERE WE CANNOT HELP YOU

• If you are using a version of Confluence or Jira version which has not been formally released or supported by our add-ons
• If you are using a version of Confluence or Jira version no longer supported by Atlassian
• If you don’t have an active subscription or maintenance license
• Troubleshooting problems related to underlying Confluence or Jira problems