Support Workflow and Response Time SLA

We provide support to everyone: free customers, commercial customers, as well as trial customers. So don’t hesitate to contact us if you need any help. We have an internal SLA, which means that we’re targeting to answer all tickets in the specified time frame during our business hours. 

Response Time SLA

We promise to respond to your ticket within one business day via the main support channel in Zendesk. Our business hours are from 10 am to 6 pm CET. Our support team is located in Germany and Russia. Sometimes during national holidays, the response might take a little bit longer.

 

Response Time according to the Request and Customer Type

Priority

Problem

First Response Time/Next Response Time

 

 

Free

Trial & Commercial

Enterprise*

Critical

  • A large number of users are blocked from work.
  • The system hangs or crashes.
  • An InCloud instance is down.
  • Significant performance degradation.
  • Essential functionality is not available.
  • Data loss or data corruption.

2h/4h

2h/4h

2h/4h

Major

  • A small number of users are blocked from work.
  • A large number of users are affected but not blocked.
  • Some functionality is not available.

4h/6h

4h/6h

3h/5h

Normal

  • A small number of users are affected.
  • Some functionality doesn’t work or works partially.
  • Noticeable performance degradation.
  • Import from another issue tracker fails or produces undesirable results.

5h/6h

4h/6h

4h/5h

Minor

  • Product question or a suggestion for enhancement.

7h/7h

7h/7h

6h/6h

*YouTrack installations or instances with more than 100 users are considered Enterprise.

 

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.

We’re paying attention to words like “Urgent” and “SOS” in the ticket names and process these faster if it’s necessary.

Other Channels

Community Forum Feel free to ask questions or share your feedback. Please surf the forum for the topic you’re interested in before creating a new one.
Twitter Use the @YouTrack 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.
Blog You are welcome to post comments to blog posts. However, the blog is ruled by our Product Marketing team, so it’s more open to the How to? When? and Why? questions.

 

Provide Us with Data to Help Faster

To reduce the time we need to investigate the problem, please add the following data to your request:

  1. Product edition: Standalone or InCloud.
  2. For YouTrack Standalone, distribution type: ZIP, JAR, MSI, or Docker.
  3. For YouTrack InCloud, the name of the instance: <instance_name>.myjetbrains.com
  4. Full product version, e.g., 2017.4.38030. When using several linked JetBrains products, don't hesitate to list them all.
  5. Log files (if applicable) and a HAR file. Please locate them following the instructions.
  6. Screencast, screenshots, or a list of steps to reproduce the issue will be appreciated.

 

Involve Developers

In some cases, the request needs additional investigation by a developer. Usually, this happens after a support engineer does the initial research. This may take a few days, though you’ll be notified about the investigation status.

 

Please note that this SLA applies only to our main support channel in Zendesk. There is no SLA for issues created in youtrack.jetbrains.com, questions in the community forum, Slack community, or other channels.

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