Support

For SumMap we do not set a Service Level (SLA) threshold for the overall problem resolution, however the first response and assessment of the issue is usually done in 2 business days. Business days are Monday to Friday, except December 25th (Christmas), January 1st (New Year). Business hours are from 10,00am to 18,00pm Central-European time.

Email

Customer may email a problem to summap@buering.net.

Required Information to expedite issue resolution:

• In Subject field: The Name and the version of the Software.
• Contact name(s) and company name: Your name and the name of your company, as well as the names of alternative contact persons.
• Contact information: E-mail addresses and phone number where you and others listed can be reached.
• Atlassian product information: product name and version number in which the add-on is used.
• Add-on informaton: version number used.
• Problem description: A detailed description of the problem. This must include the problem(s) you are experiencing, any changes made prior to this/these problem(s), how long you have been experiencing this/these problem (s), etc.
• Error Messages: Provide accurate error messages, JS console output, and precise product behavior description(s) to assist problem isolate and root cause.
• Steps to Reproduce: Provide exact steps to produce the problem and provide relevant test or use-cases.
• Description of Recent Environment or System Changes: Provide descriptions of any recent product or system changes that occurred prior to noticing the problem