Support Workflow and Response Time SLA

We provide support to everyone: free customers, commercial customers, as well as trial and beta customers. So don’t hesitate to contact us(submit ticket form link here) if you need any help. We have an internal SLA.

Response Time according to the Request

Our business hours are from 10 am to 6 pm CET. Our support team is located in Russia. Sometimes during national holidays, the response might take a little bit longer. Tickets with the highest priority are processed regardless of business hours, days of the week or holidays.

 

Priority

Description

Target Standard Response time SLA

Urgent

A business-critical software component or a JetBrains Space instance is inoperable or unavailable; the production system is down; Requires an immediate workaround or solution.

Examples: The system hangs or crashes, cloud instance is down, significant performance degradation, essential functionality is not available

2/4 hours

High

Negatively impacting production operations, but the production system is not down; the product operates but is seriously restricted.

Examples: A small number of users are blocked from work, a large number of users are affected but not blocked, some functionality is not available, data loss or data corruption.

8 business hours 

Normal

A non-production issue; the majority of functions are still usable, a limited condition that can be readily circumvented.

Examples: A small number of users are affected, some functionality doesn’t work or works partially noticeable performance degradation.

8 business hours

Low

Issue or question that does not affect the product function, and can be readily circumvented. For example: "How to" questions; the text of a message or page of documentation is worded poorly or misspelled, General Feedback, Feature Requests.

8 business hours

 

Support Channels

Zendesk is our main support channel. For immediate attention to your problem, please make sure you submit a request to our support system.

Other Channels

Twitter

Use the @jetbrains_space Twitter channel for quick questions. Please keep in mind that the response is limited to 280 symbols as well.

Issue Tracker

This channel is mostly used for filing bugs and feature requests. The development team handles the issue tracker, so it cannot be considered as the main support channel. If you’re not sure whether it’s a bug or support request, please file a request, and we’ll turn it into a bug if required.

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