Support

To receive support from Productoo, you must have an active support contract. If the contract is valid, the steps to get support are following.

1. Gaining support by sending an email to support@productoo.com

2. Raising ticket after logging into the Customer Jira portal: https://productoo.atlassian.net/servicedesk/customer/portal/8

In order to speed up the resolvement of the support ticket, please try to provide as much information as possible upon creating the ticket.

When sending the request via email, all attachments will be available in the ticket for the support agent. After registering to the portal, each requestee will have access to his tickets (with history) and to those where he was requested as a participant. Special conditions can apply based on the active contract.

Each update on the support ticket is shared via email with the requestee of the support ticket. Any status change or comment is shared immediately.

The support ticket has a following workflow which is handeled by the support agent. When the ticket is closed and requestee needs to reopen the ticket, status will change automatically back to in progress to reflect the additional comment from the requestee. The support agent will evaluate the comment and will decide whether the ticket remains in the in progress to provide more support.