YouTrack Response Time SLA and Support Channels
We do our best to support everyone; however, priority is given to commercial customers and trial users. If the team has capacity, we’ll gladly provide support to free users too.
Don’t hesitate to contact us if you need any help.
Response Time SLA
Our business hours are from 10 am to 6 pm CET, Mon-Fri. Our support team is located in the Netherlands, Germany, Serbia, and Cyprus.
For YouTrack Cloud, we have a 24/7 engineering monitoring team that takes care of the infrastructure. This allows us to resolve potential outages for YouTrack Cloud instances as quickly as possible.
Response Time according to the Request and Customer Type
|
Problem |
First Response Time/Next Response Time, business hours |
||
|
Free |
Trial* & Commercial |
Enterprise** |
|
|
8h/12h |
6h/6h |
4h/4h |
|
12h/24h |
8h/8h |
6h/6h |
|
24h/48h |
12h/24h |
8h/12h |
*YouTrack installations or instances created less than 2 months ago are considered Trial.
**YouTrack installations or instances with more than 100 users are considered Enterprise.
Exceptions and Exclusions
- These times are based on normal operating conditions. During high volume periods, such as major product launches or public holidays, response and resolution times may be longer.
- Complex issues requiring extensive investigation may take longer to resolve - for example, if we need to involve developers after the preliminary research. In such cases, we will provide regular updates to keep you informed of progress.
- For YouTrack Server installations, support is provided only with an active license, which is valid for one year after activation. After this period, you'll need to extend your license to continue receiving support and product fixes.
We value your feedback. Please let us know if our response times do not meet your expectations so we can continually improve our service.
Subscription and License Questions
We have a dedicated Sales team ready to address all your questions and issues regarding your license or subscription. Whether you want to extend or purchase a license, update license contacts or billing information, or find out details about your invoices, please don't hesitate to submit a ticket to our sales team.
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
| 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. | |
| X (former Twitter) | Use the @YouTrack X (former 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:
- Product edition: Server or Cloud;
- For YouTrack Cloud, the name of the instance: <instance_name>.youtrack.cloud. To find your YouTrack Cloud address, simply look for the URL in your browser's address bar when you're using YouTrack.
- For YouTrack Server, distribution type: ZIP or Docker.
- Full product version, e.g., 2024.2.35942. When using several linked JetBrains products, don't hesitate to list them all. For YouTrack, you can find the version number under a question mark in the upper-right corner of any page in YouTrack
- Log files for YouTrack Server. Logs are especially useful when dealing with crashes, upgrade failures, performance degradation, or data loss. Please locate the logs following the instructions.
- Screencast, screenshots, or a list of steps to reproduce the issue will be appreciated.
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, or other channels.
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What can I do if your support does not meet your own SLA? How to report about it or escalate the issue?
More than 3 days and no answer.
https://youtrack-support.jetbrains.com/hc/en-us/requests/5544224
hi! submitted several requests starting Feb 28th on the same matter and still no answer. moreover, the previous reqests have been deleted by jetbrains. how can we escalate the issues?
https://sales.jetbrains.com/hc/en-gb/requests/6092502
https://sales.jetbrains.com/hc/en-gb/requests/6121127
https://sales.jetbrains.com/hc/en-gb/requests/6145097
Hello Eugene,
First of all, please accept our apologies that we didn't manage to provide a smooth support experience. To let us investigate what went wrong, please submit a request and describe your complaint in detail. We will make sure the situation is properly checked and get back to you with the details.
Hi all, I've made sure the corresponding teams replied to all tickets. Thank you for your patience!
Anastasia Bartasheva
Hello. My YouTrack Cloud account is completely broken. Can't do anything. My support request was created 11 days ago and still has no response at all. Additional issues got just closed and merged to the original one.
https://sales.jetbrains.com/hc/en-gb/requests/6693765
SLA for this type of issue is 1 day.
How do I escalate?
Hello, I've contacted the corresponding team, they've replied to your ticket. Let's continue the conversation there.
I have issue with paying subscription and 2 my support tickets were deleted by support team without answers:
https://youtrack-support.jetbrains.com/hc/en-us/requests/6831609
https://youtrack-support.jetbrains.com/hc/en-us/requests/6815318
I had to create one more ticket: https://youtrack-support.jetbrains.com/hc/en-us/requests/6834116
What happens with support? Whom should I contact?
The support worked well and replied quickly previous years.
I've checked that the tickets are not removed, they were moved to the responsible team. They will contact you soon, thank you for your patience.
Why then these tickets are not available for me? How I am supposed to track the ticket status if my tickets are disappearing and not available for me? Look like a bug
As soon as there is a reply for you, you will be immediately notified by email. I see that the team replied to you, so let's continue the conversation in the corresponding ticket. Thank you.