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.
Response Times
As soon as you raise a support ticket at yasoon, we will respond within 24 business hours from the time you raised the ticket.
Business hours
Our business hours are Monday – Friday, 8 AM – 7 PM CET.
yasoon is closed on major German Holidays.
Support Channels
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
Non-yasoon apps
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: App security incident management guidelines
Security Bug Fix Policy
We follow Atlassian’s Security Bug Fix Policy on how to solve security issues in our Cloud, Server and Datacenter apps.
Medium severity level
Medium severity vulnerabilities will be fixed within 8 weeks of coming to our knowledge and will be included in the next scheduled bug fix release.
High severity level
High severity vulnerabilities will be fixed within 6 weeks of coming to our knowledge and will be included in the next scheduled bug fix release.
Moreover, these types of vulnerabilities are explicitly reported on our release notes: Release notes
Critical severity level
Critical severity vulnerabilities will be fixed within 4 weeks of coming to our knowledge and will be released as a bug fix release as soon as possible.
Moreover, these types of vulnerabilities are explicitly reported on our release notes: Release notes
Furthermore we will send a Security Advisory email to all known customers and evaluators, i.e. the contacts for the licenses registered at my.atlassian.com.