Our customers are high on the agenda and we always put service & support first. It is important for us to solve our customer’s issues quickly and whenever possible, personally.
It’s our goal to provide a smooth and intuitive in-product experience and a helping hand at any time.
As soon as you raise a support ticket at yasoon, we will respond within 24 business hours from the time you raised the ticket.
Our business hours are Monday – Friday, 8 AM – 7 PM CET.
yasoon is closed on major German Holidays.
Whenever you need support, submit your request through our support system: yasoon Support.
However, repeating matters are already included in our FAQ-section to provide helpful information in the first place.
Scope of support
Support during installation & configuration (process)
Troubleshooting (Licenses, Apps' features, Installation process)
Identifying work arounds
Individual problem-solving approaches
Exclusion from support
Product training (excluding our partner trainings)
Non-valid and non-current license or inactive subscriptions
Confluence and Jira issues
Confluence/Jira versions that are no longer supported by the apps from yasoon
Client configurations that are not supported by the Confluence/Jira versions that the app is installed on,
Beta or development releases
Any language other than English or German
Bug fixing policy
Yasoon provides the products “as-is” and there is no guarantee a bug is getting fixed.
We regularly measure the impact of bugs and prioritize and fix bugs on our own timeline.
All bug fixes are delivered with the latest version - no back ports to older versions.
An exceptions are security-related bug fixes that are fixed within a specific timeframe as described here: [Andy Check] App security incident management guidelines